Customer Service & Retention Representative (Cssr)

Farmers Insurance - Jonathan Quinonez; Xico; Remote; MXN 134,000 - 268,000; Full time

Benefits offered by this job

Work from Home

Bonus Opportunities

Mon-Fri Schedule

Job summary

Quinez Agency in Mexico seeks a dependable service-minded professional to assist clients with policy questions, billing, and renewals, while promoting retention. You will respond to inquiries by phone and email, maintain records, and refer opportunities to a licensed producer.

The role requires strong English and Spanish, reliability, and comfort with CRM tools and remote work. Experience in insurance service is preferred; private, secure home workspace is required.

Qualifications

• Strong customer service mindset and active listening.
• Fluent in English; Spanish required.
• Ability to communicate clearly in writing and verbally.
• Organized with attention to detail and follow-through.

Responsibilities

• Respond to client service requests by phone, email, and approved channels.
• Assist with routine policy questions and service requests within authorized access and training.
• Help clients with documentation, billing questions, policy changes, and renewal follow-up.
• Identify retention risks and address cancellation concerns promptly.
• Coordinate certificates of insurance and other approved documentation requests.
• Maintain accurate client records and follow up on outstanding service items.
• Identify cross-sell opportunities and refer them to a licensed producer.
• Support onboarding and provide a professional client experience.
• Follow agency privacy, security, carrier, and service procedures.

Skills

Customer service

English proficiency

Spanish proficiency

Organized

Problem-solving

Communication skills

Tools

CRM software

Phone systems

Email tools

Job description

Quinez Agency is looking for a dependable, service-minded professional to help our clients receive timely assistance, understand their policies, and remain confident in their insurance decisions.

This role supports policy service, retention, client communication, and the identification of opportunities that should be referred to a licensed producer.

Insurance licensing may be required for certain activities. The employee must not perform licensed insurance activities unless properly authorized.

Role is only open to candidates who live in MEXICO

Benefits

Monthly Base Salary + Bonus Opportunities

Work from Home

Mon-Fri Schedule

Responsibilities

• Respond to client service requests by phone, email, and approved communication channels.
• Assist with routine policy questions and service requests within authorized access and training.
• Help clients with documentation, billing questions, policy changes, and renewal follow-up.
• Identify retention risks and escape cancellation concerns promptly.
• Coordinate certificates of insurance and other approved documentation requests.
• Maintain accurate client records and follow up on outstanding service items.
• Identify potential cross-sell opportunities and refer them to a licensed producer.
• Support onboarding and provide a professional client experience.
• Follow agency privacy, security, carrier, and service procedures.

Requirement

• Strong spoken and written English; Spanish is required.
• Trilingual with portugus brasileiro will be ranked higher and compensated accordingly.
• Excellent customer service and problem-solving skills.
• Organized, patient, professional, and responsive.
• Comfortable with phone systems, email, CRMs, and online tools.
• Prior insurance service or customer support experience preferred.
• Reliable internet and a private, secure remote workspace.
• Must maintain confidentiality and follow agency access controls.