Customer Service Specialist

The Agency Account Representative is a hybrid role designed to elevate agency performance through outstanding customer service, proactive retention, and targeted internal sales. This role manages key customer touchpoints—renewals, claims, walk-ins, and digital feedback—while driving growth through cross-selling and upselling. The focus is on delivering measurable impact in customer satisfaction, retention, and new premium generated.

Agency Responsibilities:

• Relationship Building: Cultivate strong relationships with new and existing customers through consistent communication, tailored support, and consultative service.
• Retention Strategy: Develop and implement strategies to improve customer retention and increase lines per household.
• Tool Utilization: Use company tools (e.g., Renewal Advisor, Shopper Opportunities) to identify and mitigate retention risks through targeted strategies.
• Customer Outreach: Proactively address customer concerns, particularly around rate increases, offering reviews and tailored solutions.
• Claims Support: Lead efforts in resolving claims-related issues swiftly, ensuring communication between customers and claims adjusters is seamless and transparent.
• Walk-in Customer Experience: Ensure a smooth and welcoming in-office experience for all walk-in customers. Address any immediate customer needs, answer questions, and direct customers to the appropriate team members.
• Process Optimization: Identify areas within the agency where process improvements could enhance retention, and collaborate with team members to align strategies with agency best practices, check for consistent adherence and results.
• Culture Building: Foster a culture of positivity and continuous improvement within the agency.
• Lead Conversion: Act promptly and professionally on internet leads, quote requests, and internal prospecting lists to generate new business. Emphasize speed-to-contact and follow-up consistency to maximize close rates.
• MultiLine Expansion: Identify monoline households and use cross-selling techniques to expand coverage. Recommend appropriate products based on customer data and life stage.
• Book Optimization: Proactively engage with existing book of business to identify upsell, cross-sell, and retention opportunities. Systematically reach out to past customers and follow up on previously quoted households.
• Pipeline Management: Utilize CRM systems to track activity, manage follow-ups, and ensure lead progression aligns with agency sales targets.

Role Requirements:

• Customer-Centric Mindset: Committed to delivering a seamless customer experience and using service touchpoints to build trust and drive retention.
• Sales Capability: Proactively initiates contact, identifies needs, and closes business through consultative conversations. Skilled in re-quotes, cross-sells, and life appointment setting.
• Follow-Up Discipline: Highly process-driven with consistent pipeline management, timely follow-ups, and accurate CRM tracking.
• Communication: Clear, persuasive communicator across phone, email, digital, and in-person interactions.
• Analytical Thinking: Uses data from feedback, quotes, and conversions to adjust strategies and improve outcomes.
• Digital Fluency: Proficient with Microsoft Office, CRM tools, quoting platforms, and digital engagement systems.
• Problem Solving: Resolves customer and sales-related issues efficiently and professionally.
• Collaboration & Adaptability: Works fluidly across sales and service teams; adjusts to agency priorities and customer needs.