Client Concierge/ Customer Loyalty Specialist

Job Description

Job Description

Client Concierge / Customer Loyalty Specialist (Full-Time, In-Person)

Location: Portland, OR (Central Eastside – Washington High School/Revolution Hall)
Pay: $25–$30/hour (DOE) + monthly performance bonus

About Our Agency

We’re a boutique American Family Insurance agency established in 2005, focused on proactive, highly responsive service. We operate as a concierge-style insurance team—helping clients understand their policies, choose the right coverage options, apply eligible discounts, and adapt protection as their lives change. We’re goal-oriented and proud to be one of the top-performing American Family Insurance agencies in Oregon, with a strong online reputation built on relationships and doing right by clients and teammates.

We were the recipient of the 2024 Oregon American Family Agency of the Year, and we have a rare opportunity to add up to two staff members to our team.

Our office is located in the heart of Portland’s Central Eastside inside the Washington High School building (home to Revolution Hall), with abundant natural light and views of downtown. Shared amenities include a rooftop space with incredible views, and we’re steps from some of the best restaurants and coffee shops in town.

Inside the agency, we keep things collaborative with an open floor plan, ergonomic workstations, and modern technology. We invest in career development through ongoing coaching and shared learning, while giving team members autonomy and trust to manage their work and own results.

What You’ll Do

• Provide excellent communication and problem-solving support for clients and business partners
• Build trust through proactive outreach, policy reviews, and service follow-through
• Consult with clients to uncover needs, explain options clearly, and recommend appropriate coverage
• Support client retention by resolving concerns and educating customers
• Track activity and outcomes in a CRM; maintain accurate documentation and follow-up tasks
• Meet individual and team goals for retention, cross-sell, and new business
• Partner with agency/field teams to ensure a consistent customer experience

What You Bring

• Experience in customer service, relationship management, and/or sales (insurance experience not required—we’ll train you)
• Strong communication skills; able to translate policy information into clear, simple guidance
• Ability to influence and guide clients using a needs-based approach
• Highly organized and responsive; comfortable managing multiple client's needs, cases, and follow-ups
• Strong computer proficiency (Outlook, Word, Excel, and web-based CRMs)
• Must have or be willing to obtain an Oregon Property & Casualty license within 30 days of starting (cost covered by agency)

Schedule, Compensation & Benefits

• Full-time, 40 hours/week, day shift, no nights
• In-person
• $25–$30/hour (depending on experience) + monthly performance bonus
• PTO and paid holidays
• Health, dental, and vision insurance
• Small business retirement plan with employer-sponsored matching
• On-the-job training