Customer Service Retention Specialist

Lee Matthews Agency, Inc.; Gainesville (GA); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Internal Competitions

Weekends Off

Work from Home Hybrid

401(k)

Bonus based on performance

Flexible schedule

Opportunity for advancement

Paid time off

Training & development

Job summary

Lee Matthews Agency in Gainesville, GA is seeking a Customer Service & Retention Specialist to service existing clients, strengthen relationships, and help retain our valued customer base. A license and industry experience are required, with the option of a hybrid schedule after training.

You will be a trusted resource, handling policy changes, renewals, billing questions, and coverage updates while advocating for the best options for customers.

Qualifications

• Active Property & Casualty Insurance License is required.
• Minimum of 6 months insurance agency or customer service experience.
• Strong communication and relationship-building skills.
• Excellent attention to detail and organizational abilities.
• Familiarity with agency management systems; ability to manage multiple priorities.

Responsibilities

• Build and maintain strong relationships with existing customers.
• Assist clients with policy changes, renewals, billing questions, and coverage updates.
• Conduct proactive policy reviews to ensure appropriate coverage.
• Educate customers on policies, coverage options, and available discounts.
• Respond to questions with professionalism and urgency; follow up to strengthen retention.
• Process policy transactions accurately and maintain organized customer records.
• Collaborate with the team to deliver a consistent, exceptional customer experience.

Skills

Strong communication

Relationship-building

Attention to detail

Organizational skills

Multi-tasking

Education

Active Property & Casualty Insurance License

Job description

Benefits:

• Internal Competitions


• Weekends Off


• Work from Home Hybrid


• 401(k)


• Bonus based on performance


• Flexible schedule


• Opportunity for advancement


• Paid time off


• Training & development

Lee Matthews Agency | Gainesville, GA

Build Relationships. Keep Customers Happy. Grow Your Career.

Are you a licensed insurance professional who enjoys helping people, solving problems, and building lasting customer relationships? Do you take pride in providing exceptional service and helping customers stay confident in their insurance coverage?

Lee Matthews Agency is looking for a Customer Service & Retention Specialist to join our team in Gainesville, GA. This role is focused on servicing existing clients, strengthening relationships, and helping retain our valued customer base.

This is a great opportunity for someone who enjoys being a trusted resource for customers and wants to build a long-term career with a supportive agency. A hybrid schedule option is available after completing initial training and demonstrating success in the role.

Why Join Lee Matthews Agency?

• Competitive salary plus performance-based bonus opportunities.


• Hybrid schedule option after training.


• Established agency with a loyal and growing customer base.


• Supportive, team-oriented work environment.


• Ongoing coaching and professional development.


• Opportunities for career growth and increased responsibility.


• A rewarding career focused on helping customers protect what matters most.

What You'll Do

As a Customer Service & Retention Specialist, you'll serve as a trusted point of contact for existing policyholders, helping ensure they receive responsive, personalized service throughout their relationship with the agency.

Responsibilities:

• Build and maintain strong relationships with existing customers.


• Assist clients with policy changes, renewals, billing questions, and coverage updates.


• Conduct proactive policy reviews to help ensure customers have appropriate coverage as their needs change.


• Educate customers on their policies, coverage options, and available discounts.


• Respond to customer questions and concerns with professionalism, empathy, and urgency.


• Proactively follow up with customers to strengthen relationships and support retention.


• Help identify and address potential retention concerns before customers leave the agency.


• Recommend appropriate coverage enhancements when they genuinely benefit the customer.


• Process policy transactions accurately and maintain organized customer records.


• Work closely with the agency team to deliver a consistent, exceptional customer experience.

What We're Looking For

Required Qualifications:

• Active Property & Casualty Insurance License.


• Minimum of 6 months of insurance agency or insurance customer service experience.


• Strong communication and relationship-building skills.


• Excellent attention to detail and organizational abilities.


• Comfortable using agency management systems and computer software.


• Ability to manage multiple priorities in a fast-paced environment.


• Strong commitment to customer retention and relationship management.

The Ideal Candidate

• Genuinely enjoys helping people and taking care of customers.


• Patient, empathetic, and solution-oriented.


• Professional, dependable, and organized.


• Takes ownership of customer issues and follows through to resolution.


• Proactive in finding ways to improve the customer experience.


• Enjoys building long-term relationships rather than simply handling transactions.


• Positive team player with a strong work ethic.


• Interested in building a long-term career in the insurance industry.

At Lee Matthews Agency, we believe exceptional service is the foundation of customer loyalty. Our goal is to create an experience that makes customers want to stay with us for the long term—and this role plays an important part in making that happen.

If you're an experienced insurance professional who enjoys customer service, relationship building, and retention and would like the flexibility of a hybrid work schedule, we'd love to hear from you.

Flexible work from home options available.