Retention Specialist - Elevate Service & Value

Peter Mugo Insurance & Financial Services, Inc.; Houston (TX); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Free uniforms

Health insurance

Paid time off

Training & development

Wellness resources

401(k)

401(k) matching

Bonus based on performance

Competitive salary

Dental insurance

Flexible schedule

Licensing reimbursement

Team-building events

Year-end holiday celebrations

Flexibility that supports real life &/

Family-friendly flexibility

Job summary

Peter Mugo Insurance & Financial Services, Inc. in Houston is seeking a Customer Retention Specialist to protect customer coverage and strengthen long-term relationships through simple, exceptional service.

This role supports business and commercial customers, aligns with State Farm's human plus digital approach, and emphasizes clear, empathetic guidance to maximize value and minimize premium costs. The position emphasizes renewals, coverage options, and retention strategies, with team

Qualifications

• Bilingual Spanish preferred.
• Strong communication, listening, and problem-solving abilities.
• Detail-oriented with a focus on accuracy and customer experience.
• Customer service or account management experience preferred.
• Must be able to obtain applicable state insurance licenses (as required).
• Ability to stay compassionate and calm under pressure especially when customers are stressed or uncertain.

Responsibilities

• Be the person customers can count on: communicate with existing customers regarding renewals, coverage options, and retention needs.
• Review accounts and renewal readiness: assist with updates, changes, and next-step guidance as required.
• Identify and act on opportunities to enhance customer satisfaction, engagement, and retention.
• Provide simple, clear guidance using a 'human + digital' mindset - listen first, then confidently recommend solutions.
• Maintain accurate records and documentation of interactions, follow-ups, and outcomes.
• Collaborate with the team to meet retention and outreach objectives and support office growth.

Skills

Bilingual Spanish

Communication

Listening

Problem-solving

Attention to detail

Job description

Benefits:

• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Wellness resources
• 401(k)
• 401(k) matching
• Bonus based on performance
• Competitive salary
• Dental insurance
• Flexible schedule

ROLE DESCRIPTION

As a Customer Retention Specialist at Peter Mugo Insurance & Financial Services, Inc., you’ll help protect our customers’ coverage—and strengthen long-term relationships—by delivering simple, exceptional service every time.

We also align with State Farm’s “HUMAN + DIGITAL” approach by keeping interactions human, clear, and to the point—so customers experience fewer steps, faster answers, and a smoother overall service journey.

In this role, you’ll support business and commercial customers by proactively identifying needs, helping them stay properly protected, and assisting with bundling conversations (where appropriate) to help customers stretch their precious dollar value—aiming for more value for less overall premium.

RESPONSIBILITIES

• Be the person customers can count on: communicate with existing customers regarding renewals, coverage options, and retention needs
• Review accounts and renewal readiness: assist with updates, changes, and next-step guidance as required
• Identify and act on opportunities to enhance customer satisfaction, engagement, and retention
• Provide simple, clear guidance using a “human + digital” mindset—listen first, then confidently recommend solutions
• Maintain accurate records and documentation of interactions, follow-ups, and outcomes
• Collaborate with the team to meet retention and outreach objectives and support office growth

QUALIFICATIONS

• Bilingual Spanish preferred (to better support our community and business customers)
• Strong communication, listening, and problem-solving abilities
• Detail-oriented with a focus on accuracy and customer experience
• Customer service or account management experience preferred
• Must be able to obtain applicable state insurance licenses (as required)
• Ability to stay compassionate and calm under pressure—especially when customers are stressed or uncertain

YOU MAY BE A GREAT FIT IF YOU:

• Are the person people call first when life goes sideways—calm, steady, and ready to help
• Genuinely care about your community and provide excellent service that makes a positive impact
• Are a natural relationship-builder who earns trust quickly and keeps it
• Listen first, then guide customers so they feel understood and supported
• Can deliver clarity and empathy while helping someone through their worst day

ABOUT OUR AGENCY

I opened my State Farm agency in Houston in 2014 with one clear goal: to build lasting relationships through personalized, dependable service for the people around me.

We proudly serve Houston and the surrounding communities, helping individuals, families, and small business owners protect what matters most. Our team is close-knit, supportive, and grounded in a family-first mindset. We value teamwork, clear communication, and creating a welcoming environment where customers and team members feel valued and supported.

For our team, we offer:

• Licensing reimbursement
• Team-building events
• Year-end holiday celebrations
• Flexibility that supports real life and family needs

At Peter Mugo Insurance & Financial Services, we’re here to help people protect what matters most. Whether we’re supporting a customer during a claim or personalizing a plan, we believe in doing meaningful work that makes a difference. If you’re looking to grow your career, help others, and be part of a team that strives to do good every day—you’ll fit right in here.

LOCATION

11807 Wilcrest Dr, Suite A, Houston, TX 77031

CALL TO ACTION

Apply today. Submit your resume and we’ll reach out to schedule an interview.