Customer Service Representative (Retention Specialist)

We’re looking for a motivated and detail-oriented Retention Specialist to join our team! This person will play a key role in the growth and stability of our agency by focusing on customer satisfaction, policy retention, and long-term relationship building. The ideal candidate will be confident in managing customer experiences from onboarding to ongoing service and will play a direct role in preventing lapses and cancellations.

Key Responsibilities:

• Lead new customer onboarding program to ensure a smooth, professional, and engaging experience from day one
• Serve as the primary point of contact for dissatisfied or at-risk customers, working to resolve concerns and retain business
• Manage the late payment process by monitoring policy status and communicating with customers
• Analyze retention trends and collaborate with the Agent to develop strategies that support long-term customer satisfaction
• Maintain detailed and accurate customer records and follow-up notes in the CRM system
• Support the team in executing renewal campaigns and proactive retention outreach