Customer Retention Specialist - State Farm Agent Team Member

Meghanmacdonald; Cuyahoga Falls (OH); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Bonus based on performance

Competitive salary

Opportunity for advancement

Paid time off

Training & development

Job summary

Meghan MacDonald State Farm Agency in Cuyahoga Falls, OH is seeking a Customer Retention Specialist who leads with service excellence while driving in-book sales growth. You'll work with our existing book of business, handling renewals, policy changes, and service requests, identifying coverage gaps, and recommending additional protection.

Full licensing is required (Property & Casualty and Life & Health). If not licensed, we provide guidance to complete the licensing process before Day 1.

Qualifications

• Full licensing required: Property & Casualty and Life & Health.
• Licensing must be obtained prior to Day 1; guidance provided to help you complete the licensing process.
• Experience in customer service, account management, or insurance preferred.

Responsibilities

• Communicate with existing customers regarding renewals and policy updates.
• Provide calm, professional service during billing, policy, and claims discussions.
• Conduct proactive account reviews and assist with endorsements, changes, and updates.
• Identify coverage gaps and pivot service conversations into in-book sales opportunities.
• Recommend additional products using a needs-based, customer-first approach.
• Meet established monthly in-book sales goals while maintaining service quality.
• Maintain accurate documentation of all customer interactions and follow-up activity.
• Collaborate with team members to support retention, service standards, and growth objectives.

Skills

Customer service

Relationship-building

Sales orientation

Account management

Problem solving

Job description

Benefits

• Bonus based on performance
• Competitive salary
• Opportunity for advancement
• Paid time off
• Training & development

Customer Retention Specialist – Service-Focused with In-Book Sales Goals

Meghan MacDonald State Farm Agency
Location: 756 Graham Road, Cuyahoga Falls, OH 44221
Job Type: Full-Time | In-Office

Deliver Exceptional Service. Retain Clients. Drive In-Book Growth.

The 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 Do

• Communicate with existing customers regarding renewals, coverage questions, and policy updates
• Deliver calm, professional service during billing, policy, and claims‑related conversations
• Conduct proactive account reviews and assist with endorsements, changes, and updates
• Identify coverage gaps and pivot service conversations into in‑book sales opportunities
• Recommend additional products using a needs‑based, customer‑first approach
• Meet established monthly in‑book sales goals while maintaining service quality
• Maintain accurate documentation of all customer interactions and follow‑up activity
• Collaborate with team members to support retention, service standards, and growth objectives

What We’re Looking For

• Strong service mindset with the ability to confidently transition into sales conversations
• Proven relationship‑building and customer communication skills
• Comfort being accountable to monthly sales and retention goals
• Excellent problem‑solving skills and follow‑through
• Detail‑oriented with a strong focus on customer experience
• Ability to work in a fast‑paced, client‑focused environment
• Prior experience in customer service, account management, or insurance preferred
• Full licensing required: Property & Casualty and Life & Health
  • Property & Casualty must be obtained prior to Day 1 start (support provided)

Why Join the MacDonald Agency

• Competitive base salary plus commission and performance incentives
• Licensing guidance and support to help you start strong
• Ongoing training and professional development
• Clear expectations and measurable monthly goals
• Supportive team culture focused on service, accountability, and growth
• Long‑term career opportunities within a stable, growing agency

Ready to Grow Through Service and Sales?

If 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.

Apply today to join the Meghan MacDonald State Farm Agency.

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.