Customer Retention Specialist - State Farm Agent Team Member

Job Description

Job Description

Benefits:

• Health insurance
• Opportunity for advancement
• Paid time off
• Parental leave
• 401(k)
• 401(k) matching

ABOUT OUR AGENCY:
We've been proudly serving the community for 10 years and currently have a team of 10. I began my career with State Farm as a team member and spent six years in that role before opening my own agency. I’m a graduate of University of Kentucky, married, and a proud parent to a two-year-old son.

Our agency is family-oriented and close-knit — many of our team members have been with us for years. We value teamwork, celebrate milestones and foster an environment where people support one another. We have two convenient locations in Mt. Washington and Louisville (Highview).



 
We offer perks like half-day Fridays once a month for full-time employees and a casual, flexible work environment. We set high goals, work hard, and make sure to have fun along the way. I’m happy to train individuals new to the industry as long as they bring a strong work ethic and a positive attitude.



 
If you’re looking for a team that values connection, growth, and long-term success, this could be the right place for you.

ABOUT THE ROLE:
As a Retention & Account Growth Representative , you will be responsible for managing and growing an established book of business by building lasting client relationships, delivering exceptional service, and identifying opportunities to strengthen each client’s insurance and financial protection.

This is a relationship-driven sales role focused on retention and account growth . Rather than relying on cold prospecting, you’ll proactively connect with existing clients, conduct coverage reviews, identify gaps in their insurance and financial plans, and recommend solutions that better meet their evolving needs. Success is measured by your ability to retain clients, increase account value, and create an outstanding client experience.

Responsibilities

• Manage and grow an assigned book of existing clients.
• Proactively contact clients to conduct policy and coverage reviews.
• Identify coverage gaps and recommend insurance and financial products that fit each client’s needs.
• Strengthen client relationships through consistent communication and trusted advice.
• Deliver exceptional service while resolving policy, billing, and claims-related questions.
• Improve client retention by providing proactive support and timely follow-up.
• Grow account value through cross-selling, upselling, and referral generation.
• Meet agency goals for retention, account growth, client outreach, and production.
• Maintain accurate client records and follow-up activities in the agency management system.

What Success Looks Like

• High client retention and satisfaction.
• Consistent growth within an existing book of business.
• Meaningful policy reviews that uncover opportunities to better protect clients.
• Strong cross-sale and referral results.
• Clients view you as their trusted insurance advisor—not just someone they call when they have a question.
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