Customer Retention Specialist - State Farm Agent Team Member

Job Description

Job Description

Benefits:

• 401(k) matching
• Bonus based on performance
• Competitive salary
• Flexible schedule
• Opportunity for advancement
• Paid time off
• Training & development

stomer Retention Specialist (Remote – Washington, DC area)
Edwin Ampiah-Addison State Farm

Are you the person people trust when they need help most? If you’re calm under pressure, genuinely care about your community, and enjoy building long-term relationships, we’d love to talk with you.

At Edwin Ampiah-Addison State Farm, we help people protect what matters most. This role supports ongoing customer relationships through proactive outreach, policy renewals, and coverage reviews—helping customers feel understood, supported, and confident in their choices.

What You’ll Do

As a Customer Retention Specialist, you’ll work to maintain and strengthen relationships with existing clients—helping them stay protected, informed, and satisfied.

All Applicants must live and work in the United States***

Daily focus includes:

• Contacting existing customers regarding renewals and coverage options
• Reviewing customer accounts and assisting with updates or changes as needed
• Identifying opportunities to improve the customer experience and increase engagement
• Documenting interactions accurately in agency systems (notes, follow-ups, policy changes, etc.)
• Collaborating with your team to meet retention and outreach goals

You’ll be the trusted point of contact who listens first, then guides customers with clarity and empathy—especially when they’re unsure about coverage, billing, or next steps.

Responsibilities

• Communicate with existing customers regarding renewals, policy options, and coverage needs
• Review accounts and support updates/endorsements as appropriate
• Proactively maintain customer relationships through outreach and follow-up
• Identify opportunities to improve customer satisfaction and reduce churn
• Maintain accurate records and documentation of all customer interactions
• Work with team members to support retention and outreach objectives

Qualifications

To be successful in this role, you should bring strong people skills, attention to detail, and a solution-focused mindset.

Required:

• Licensed in Property & Casualty and Life & Health Insurance
• Strong communication and listening skills
• Detail-oriented with a focus on customer experience

Preferred:

• Experience in customer service, account management, or retention-related work

Licensing note:

• If you’re not fully licensed yet, you must be able to obtain the applicable state insurance licenses required for this position in accordance with state regulations and agency timelines.

Why You’ll Like Working Here

• Meaningful work helping customers during important moments
• A team that values integrity, care, and community support
• Opportunity to grow your skills in retention, relationship management, and cu

Flexible work from home options available.