Customer Retention Specialist - State Farm Agent Team Member

Michael Friel - State Farm Agent; Jenkintown (PA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Bonus based on performance

Opportunity for advancement

Paid time off

Job summary

Michael Friel State Farm Agency is seeking a Customer Retention Specialist who delivers exceptional service to existing customers, manages renewals, and strengthens long-term relationships. The role emphasizes empathy, effective communication, and identifying in-book sales opportunities when beneficial to customers.

Responsibilities include handling policy questions, endorsements, billing inquiries, and documentation, with licensing support and pathway to advancement within a collaborative,

Qualifications

• Strong customer service and relationship-building skills.
• Excellent communication, listening, and problem-solving abilities.
• Detail-oriented with strong organizational skills and follow-through.
• Ability to meet licensing requirements outlined above

Responsibilities

• Support existing customers with renewals, policy questions, and coverage reviews
• Assist with policy changes, endorsements, billing questions, and account updates
• Provide empathetic and professional support during service and claims-related conversations
• Build and maintain strong customer relationships to support retention and referrals
• Identify opportunities to strengthen protection and pivot service conversations into in-book sales
• Maintain accurate and detailed documentation of customer interactions
• Collaborate with team members to support retention, service, and agency growth goals
• Ensure compliance with agency standards and regulatory requirements

Skills

Customer service

Relationship-building

Communication

Problem-solving

Detail-oriented

Organization

Job description

Future Opening: Customer Retention Specialist - State Farm Agent Team Member

Full Time • Jenkintown - PA

• Bonus based on performance
• Opportunity for advancement
• Paid time off

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

Michael Friel State Farm Agency

261 Old York Rd, Suite 326

Jenkintown, PA 19046

Full-Time | In-Office

Deliver Exceptional Service. Build Trust. Support Growth.

Michael Friel State Farm is seeking a service-driven Customer Retention Specialist who is passionate about helping customers, strengthening long-term relationships, and delivering a high-quality customer experience. This role is ideal for someone who leads with empathy, communicates effectively, and can confidently identify opportunities to strengthen protection through in-book sales when it benefits the customer.

If you take pride in providing outstanding service while contributing to agency growth, this is an excellent opportunity to build a long-term career in the insurance industry.

This position is contingent upon obtaining required insurance licensing.

• Property & Casualty license must be obtained prior to your Day 1 start (full support provided)

• We provide guidance, study support, and resources to help you successfully complete the licensing process

Role Overview

As a Customer Retention Specialist, you will focus on supporting existing customers, managing renewals, and maintaining strong relationships. You will play a key role in customer retention while identifying opportunities to enhance coverage through thoughtful, needs-based conversations.

This is a service-first role with in-book sales opportunities generated naturally through relationship-based customer interactions.

Responsibilities

Support existing customers with renewals, policy questions, and coverage reviews

Assist with policy changes, endorsements, billing questions, and account updates

Provide empathetic and professional support during service and claims-related conversations

Build and maintain strong customer relationships to support retention and referrals

Identify opportunities to strengthen protection and pivot service conversations into in-book sales

Maintain accurate and detailed documentation of customer interactions

Collaborate with team members to support retention, service, and agency growth goals

Ensure compliance with agency standards and regulatory requirements

Qualifications

Strong customer service and relationship-building skills

Excellent communication, listening, and problem-solving abilities

Detail-oriented with strong organizational skills and follow-through

Comfortable discussing coverage options and identifying sales opportunities when appropriate

Prior customer service, account management, or insurance experience preferred

Ability to meet licensing requirements outlined above

What We Offer

Competitive base salary plus performance incentives

Full support through the licensing process

Ongoing training and professional development

Supportive, collaborative team environment

Growth opportunities within a high-performing agency

Equal Opportunity Employer

Michael Friel State Farm is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or veteran status.

Ready to Build a Career Helping Customers?

Compensation: $50,000.00 - $70,000.00 per year

Do you want a career and not just a job?

Our team works hardto reach our goalstogether as a teamand have fun while we are doing it! We want to work alongside those who are equally committed to excellence and personal achievement. If you're willing to work hard and you expect to get results from yourself and those around you, we want to meet you and talk about the opportunity we have for you. If you are self-motivated, possess an entrepreneurial spirit andhave a desire to win and achieve results, please consider joining our team. Come work with an energetic, fun team at Michael Friel - State Farm Agent!

About Our Agency

• Our office is located in Jenkintown.
• I am a proud graduate of Temple University.

State 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.

Make a difference in your community every day

Gain confidence and grow your career

Earn benefits and rewards that are second to none