Customer Retention Specialist - State Farm Agent Team Member

Rachel Williams - State Farm Agent; St. Louis (MO); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Opportunity for advancement

Paid time off

Training & development

Bonus based on performance

Competitive salary

Dental insurance

Job summary

Rachel Williams State Farm is hiring an Insurance Customer Service Representative to focus on customer retention and service excellence. The role is in-office, full-time, with base pay plus performance incentives, located at 9360 Olive Blvd, Olivette, MO 63132.

You will service existing customers, handle policy changes and billing, address claims questions, and conduct proactive outreach. The position includes licensing requirements and opportunities to grow sales within the book of business.

Qualifications

• Licensing required prior to Day 1 start date.
• Proven customer service or inside sales experience preferred.
• Ability to identify coverage gaps and propose suitable solutions.
• Comfort with cross-selling and closing in-book sales opportunities.

Responsibilities

• Provide prompt, professional service to existing customers.
• Assist with policy changes, billing questions, renewals, coverage questions, and account updates.
• Support customers with claims-related questions and follow-up.
• Conduct proactive customer outreach and policy reviews.
• Build relationships that support satisfaction and retention.
• Pivot conversations to inside sales when opportunities arise.
• Recommend Auto, Home, Renters, Life and other products based on needs.
• Close appropriate in-book sales opportunities and maintain records.

Skills

Customer service

Relationship-building

Communication skills

Active listening

Problem-solving

Organization

Needs-based sales

Cross-selling

Coachable

Insurance knowledge

Education

Property & Casualty license

Life & Health license

Job description

Benefits:

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

Insurance Customer Service Representative – Customer Retention

Rachel Williams State Farm
9360 Olive Blvd
Olivette, MO 63132
Full-Time | In-Office
Base Pay + Performance Incentives

Deliver Exceptional Service. Build Relationships. Identify Customer Needs.

Rachel Williams State Farm is seeking a customer-focused Insurance Customer Service Representative to join our team as a Customer Retention Specialist.

This is a service-dominant role for someone who genuinely enjoys helping customers, solving problems, and building long-term relationships. You’ll support existing customers with their insurance needs while helping strengthen retention and the overall customer experience.

While service is the primary focus, this is not a service-only position. The right person must be comfortable identifying coverage gaps, recommending appropriate solutions, and naturally pivoting customer conversations into in-book sales opportunities when additional protection would benefit the customer.

Licensing Requirements

Insurance licensing is required for this position.

• Property & Casualty license must be obtained prior to your Day 1 start date in the agency.
• Life & Health license must be obtained within the agency's established timeframe once onboarding begins.
• Already licensed candidates are encouraged to apply.
• Licensing guidance, study direction, and support are provided throughout the process.

What You'll Do

• Provide prompt, professional, and friendly service to existing customers.
• Assist with policy changes, billing questions, renewals, coverage questions, and account updates.
• Support customers with claims-related questions and appropriate follow-up.
• Conduct proactive customer outreach and policy reviews.
• Build strong relationships that support customer satisfaction and retention.
• Identify coverage gaps and opportunities to better protect customers.
• Pivot service conversations into appropriate inside sales and cross-selling opportunities.
• Recommend Auto, Home, Renters, Life, and other insurance products based on customer needs.
• Confidently ask for the business and close appropriate in-book sales opportunities.
• Maintain accurate customer records and consistent follow-up.
• Contribute to agency service, retention, and growth goals.

What We're Looking For

• Strong customer service and relationship-building skills.
• Friendly, professional, and confident communication style.
• Excellent listening and problem-solving abilities.
• Organized, dependable, and detail-oriented.
• Comfortable discussing customer needs and recommending appropriate solutions.
• Ability to transition naturally from service into a needs-based sales conversation.
• Willingness to cross-sell and close business when an opportunity is identified.
• Coachable with a desire to learn and grow.
• Previous customer service, insurance, account management, banking, retail, or inside sales experience preferred.
• Willing and able to complete required insurance licensing.

Why Join Rachel Williams State Farm?

• Competitive base compensation plus performance incentives.
• Licensing guidance and support.
• Customer-focused role with in-book sales opportunities.
• Ongoing training and professional development.
• Opportunity to build valuable insurance and sales skills.
• Long-term career and earning growth potential.

If you enjoy taking care of customers, building relationships, and identifying opportunities to provide more complete protection, we'd like to meet you.

Equal Opportunity Employer

Rachel Williams State Farm is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to any status protected by applicable law.

This position is with a State Farm independent contractor agent, not with State Farm Insurance Companies.