Customer Service & Retention Specialist

The Juris Agency; Schertz (TX); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Paid Time Off

Dental Insurance

Vision Insurance

Hands-on Training

Mon-Fri Schedule

Career Growth

Retirement Plan

Job summary

The Juris Agency is hiring a Customer Service & Retention Specialist to protect and grow our existing book of business in Texas. You will own client retention, relationship management, and account rounding, turning renewals into opportunities to deepen the relationship.

You’ll work closely with producers and have the ability to close cross-sells on existing households yourself, while maintaining accurate records in the CRM.

Qualifications

• Active Property & Casualty license required.
• Life & Health license within 90 days; licensing costs covered.
• Maintain P&C license for all serviced states (TX now; AZ later).
• 1+ year in client service, account management, or retention roles.
• Strong communication, follow-up, and conflict-resolution skills.
• High attention to detail and organization.
• Proficient with an agency management system/CRM.

Responsibilities

• Proactive Retention Management: Monitor renewal/cancellation reports and act to prevent non-renewals.
• Save at-risk policies via re-shopping, re-quoting, or education.
• Client Relationship Management: Primary contact for renewals and service questions.
• Resolve billing issues, claims concerns, and service problems to avoid retention risks.
• Coverage Reviews & Cross-Selling: Review policies, identify gaps, close cross-sell opportunities.
• Refer new-household opportunities to licensed producers.
• Documentation & Collaboration: Maintain accurate records in the agency system.
• Collaborate with producers and service teams to ensure a seamless client experience.

Skills

Communication

Follow-up

Conflict resolution

Detail orientation

Organization

CRM experience

Tools

CRM software

Job description

Job Description

We're looking for a Customer Service & Retention Specialist to protect and grow our existing book of business. This role owns client retention, relationship management, and account rounding — you're the person who notices a client is at risk before they do, and who turns a routine renewal call into an opportunity to deepen the relationship. You'll work closely with our producers, but you'll also have the ability to close cross-sells on existing households yourself

Benefits

• Paid Time Off (PTO)
• Dental Insurance
• Vision Insurance
• Hands on Training
• Mon-Fri Schedule
• Career Growth Opportunities
• Retirement Plan

Responsibilities

Proactive Retention Management

• Monitor renewal and cancellation reports, identify at-risk accounts, and take timely action to prevent non-renewals
• Save at-risk policies through re-shopping, re-quoting, coverage adjustments, or client education

Client Relationship Management

• Serve as the primary point of contact for existing clients on renewals, coverage changes, and service questions
• Resolve billing issues, claims concerns, and service problems before they become retention risks

Coverage Reviews & Cross-Selling

• Conduct policy reviews on existing households, identify coverage gaps, and close cross-sell opportunities (auto, home, umbrella, life) yourself
• Refer new-household opportunities to licensed producers

Documentation & Collaboration

• Maintain accurate, detailed records in the agency management system
• Work closely with producers and the service team to keep the client experience seamless

Requirements

• Active Property & Casualty insurance license required
• Life & Health license required within 90 days of hire — agency will sponsor licensing and exam costs
• Must hold (or obtain) a resident or non-resident P&C license for every state in which you service clients — currently Texas, with Arizona licensing required as that book grows
• 1+ years in client service, account management, or retention-focused roles (insurance preferred)
• Strong communication, follow-up, and conflict-resolution skills
• High attention to detail and strong organizational discipline
• Comfortable working in a CRM / agency management system daily