Customer Retention Specialist - State Farm Agent Team Member

Nicholas Romo - State Farm Agent; Town of Ithaca (NY); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

401(k) matching

Bonus based on performance

Competitive salary

Opportunity for advancement

Paid time off

Training & development

Job summary

Nick Romo State Farm Agency in Ithaca, NY seeks a Customer Retention Specialist to deliver exceptional service, strengthen relationships, and identify opportunities to better protect customers. Bilingual Spanish/English preferred but not required. Licensing support is provided to obtain Property & Casualty and Life & Health licenses.

The role focuses on customer service with an in-book sales component, building trust, resolving issues, and guiding customers through coverage options.

Qualifications

• Exceptional customer service and relationship-building skills.
• Friendly, patient, and professional communication style.
• Comfortable having needs-based sales and cross-sell conversations.
• Strong listening and problem-solving abilities.
• Organized, dependable, and consistent with follow-up.
• Previous experience in insurance, customer service, account management, banking, hospitality, retail, or sales preferred.
• Bilingual Spanish/English preferred, but not required.
• Willingness to obtain required Property & Casualty and Life & Health insurance licenses with agency support.

Responsibilities

• Build and maintain strong relationships with existing customers.
• Assist with policy questions, billing, account changes, renewals, and other service needs.
• Proactively follow up with customers to resolve outstanding issues and improve retention.
• Conduct policy reviews and help customers understand their current coverage.
• Identify coverage gaps and opportunities to better protect customers.
• Confidently transition service conversations into needs-based cross-sell opportunities.
• Support claims-related questions and follow-up with professionalism and empathy.
• Educate customers on available insurance products and coverage options.
• Maintain accurate documentation of customer interactions.
• Collaborate with the agency team to achieve customer satisfaction, retention, and growth goals.

Skills

Customer service

Relationship-building

Active listening

Cross-selling

Sales skills

Bilingual Spanish/English

Job description

Benefits:

• 401(k) matching
• Bonus based on performance
• Competitive salary
• Opportunity for advancement
• Paid time off
• Training & development

Customer Retention Specialist – Bilingual Spanish Preferred

Nick Romo State Farm Agency

Ithaca, NY | Full-Time

Deliver Exceptional Service. Strengthen Relationships. Identify Opportunities.

Nick Romo State Farm is seeking a customer-focused Customer Retention Specialist to join our team. We are looking for someone who genuinely enjoys helping people, building relationships, and creating an exceptional customer experience while also being comfortable identifying opportunities to better protect customers.

Bilingual Spanish/English skills are preferred but not required. Spanish-speaking applicants who enjoy serving a diverse community are strongly encouraged to apply.

This is primarily a customer service and retention role with an in-book sales component. You'll help existing customers with their insurance needs, strengthen relationships, and recognize opportunities to recommend additional coverage when appropriate.

What You’ll Do

• Build and maintain strong relationships with existing customers.
• Assist with policy questions, billing, account changes, renewals, and other service needs.
• Proactively follow up with customers to resolve outstanding issues and improve retention.
• Conduct policy reviews and help customers understand their current coverage.
• Identify coverage gaps and opportunities to better protect customers.
• Confidently transition service conversations into needs-based cross-sell opportunities.
• Support claims-related questions and follow-up with professionalism and empathy.
• Educate customers on available insurance products and coverage options.
• Maintain accurate documentation of customer interactions.
• Collaborate with the agency team to achieve customer satisfaction, retention, and growth goals.

What We’re Looking For

• Exceptional customer service and relationship-building skills.
• Friendly, patient, and professional communication style.
• Comfortable having needs-based sales and cross-sell conversations.
• Strong listening and problem-solving abilities.
• Organized, dependable, and consistent with follow-up.
• Previous experience in insurance, customer service, account management, banking, hospitality, retail, or sales preferred.
• Bilingual Spanish/English preferred, but not required.
• Willingness to obtain required Property & Casualty and Life & Health insurance licenses with agency support.

Licensing & Training

Insurance licensing is required for this position. Candidates who are not currently licensed are welcome to apply and must be willing and able to complete the required licensing.

Full licensing support, guidance, and training are provided throughout the process.

What We Offer

• Competitive base compensation plus commission and performance incentives.
• Full licensing support and training.
• Ongoing coaching and professional development.
• Opportunity to increase earnings through in-book sales and cross-selling.
• Supportive, team-oriented agency culture.
• Clear opportunities for long-term career growth.

Equal Opportunity Employer

Nick Romo State Farm is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other status protected by applicable law.

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