Customer Retention Specialist - State Farm Agent Team Member

Customer Retention Specialist – Service-Focused with In-Book Sales GoalsThe Meghan MacDonald State Farm Agency is seeking a Customer Retention Specialist who leads with service excellence while confidently driving in-book sales growth. This role is ideal for a professional who enjoys supporting existing clients, solving problems, and strengthening relationships—while also being accountable to monthly sales goals through needs-based coverage recommendations. You will work primarily with our existing book of business, managing renewals, policy changes, and service requests, while identifying coverage gaps and recommending additional protection that benefits both the customer and the agency. Full licensing is required. Candidates must hold Property & Casualty and Life & Health licenses. If not fully licensed, candidates must obtain their Property & Casualty license prior to Day 1 start in the agency. We provide guidance and support to help you complete the licensing process.What You'll DoCommunicate with existing customers regarding renewals, coverage questions, and policy updatesDeliver calm, professional service during billing, policy, and claims-related conversationsConduct proactive account reviews and assist with endorsements, changes, and updatesIdentify coverage gaps and pivot service conversations into in-book sales opportunitiesRecommend additional products using a needs-based, customer-first approachMeet established monthly in-book sales goals while maintaining service qualityMaintain accurate documentation of all customer interactions and follow-up activityCollaborate with team members to support retention, service standards, and growth objectivesWhat We're Looking ForStrong service mindset with the ability to confidently transition into sales conversationsProven relationship-building and customer communication skillsComfort being accountable to monthly sales and retention goalsExcellent problem-solving skills and follow-throughDetail-oriented with a strong focus on customer experienceAbility to work in a fast-paced, client-focused environmentPrior experience in customer service, account management, or insurance preferredFull licensing required: Property & Casualty and Life & HealthProperty & Casualty must be obtained prior to Day 1 start (support provided)Why Join the MacDonald AgencyCompetitive base salary plus commission and performance incentivesLicensing guidance and support to help you start strongOngoing training and professional developmentClear expectations and measurable monthly goalsSupportive team culture focused on service, accountability, and growthLong-term career opportunities within a stable, growing agencyIf you take pride in delivering excellent service and are motivated to grow through meaningful, in-book sales conversations, we'd love to hear from you.This position is with a State Farm independent contractor agent, not with State Farm Insurance Companies. We are an equal opportunity employer and value diverse perspectives. Compensation: $45,000.00 - $65,000.00 per yearMy team's mission is to help people manage the risks of everyday life, recover from the unexpected and realize their dreams. We are located in Cuyahoga Falls, OH and help customers with their insurance and financial services needs, including:Auto insuranceHome insuranceLife insuranceRetirement planningState Farm agents are independent contractors who hire their own employees. State Farm agents' employees are not employees of State Farm. Agents are responsible for and make all employment decisions regarding their employees.