Billing, Communication Skills, Customer Experience, Customer Relations, Customer Retention/Renewal, Customer Satisfaction, Customer Service Management, Customer Support/Service, Documentation, Health Insurance, Insurance, Licensing, Maintain Compliance, People Management, Problem Solving Skills, Regulatory Compliance, Regulatory Requirements, Sales, Sales Management, Service Delivery, Team Player, Training/Teaching
- 401(k) matching
- Bonus based on performance
- Competitive salary
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
Customer Retention Specialist – Service Focused with In-Book Sales Opportunity
Lisa Pate State Farm
524 Greenbriar Rd, Suite 1
York, PA 17404-1335
Full-Time | In-Office
Deliver Exceptional Service. Build Trust. Grow with a Friendly Team.
Lisa Pate State Farm is seeking a service-driven Customer Retention Specialist who enjoys helping people, strengthening relationships, and delivering “service with a smile.” We are looking for someone who aligns with our warm, welcoming, and team-oriented culture and understands that exceptional service naturally creates opportunities to support customer retention and thoughtful in-book sales.
This role is ideal for someone who leads with empathy, communicates with care, and takes pride in creating positive customer experiences while identifying ways to strengthen protection when it benefits the customer.
Licensing Requirement (Job Contingent)
This position is contingent upon obtaining required insurance licenses.
• Property & Casualty license must be obtained prior to your Day 1 start (full support provided)
• Life & Health license must be obtained within 90 days of your start date
• We provide guidance, resources, and support to help you successfully complete the licensing process
Role Overview
As a Customer Retention Specialist, you will focus on supporting existing customers, managing renewals, and maintaining strong relationships while contributing to agency growth through needs-based coverage conversations.
This is a service-first role with in-book sales opportunities generated naturally through trusted customer relationships.
Success in this role is measured by customer satisfaction, retention, and contribution to agency growth.
Responsibilities
Provide exceptional service to existing policyholders through renewals, account reviews, and customer support
Assist customers with policy changes, billing questions, endorsements, and account updates
Build strong relationships that support long-term retention and customer loyalty
Provide calm, empathetic support during service and claims-related conversations
Identify opportunities to strengthen coverage and pivot service conversations into in-book sales when appropriate
Maintain accurate documentation of customer interactions and follow-up activities
Collaborate with team members to meet retention, service, and growth goals
Ensure compliance with agency standards and regulatory requirements
Qualifications
Strong customer service and relationship-building skills
Friendly, positive, team-oriented personality with a “service with a smile” mindset
Excellent communication, listening, and problem-solving abilities
Detail-oriented with strong organizational skills and follow-through
Comfortable discussing coverage options and recommending solutions when appropriate
Ability to thrive in a customer-focused environment
Prior customer service or account management experience preferred
Ability to meet licensing requirements outlined above
What We Offer
Competitive base salary plus performance incentives
Full support through the licensing process
Ongoing training and professional development
Supportive, collaborative, and friendly team culture
Long-term growth opportunities within the agency
Equal Opportunity Employer
Lisa Pate State Farm is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or veteran status.
Ready to Join a Team That Values Service and Smiles?
If you enjoy helping people, building relationships, and want to be part of a friendly, customer-focused culture, apply today to join Lisa Pate State Farm.
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Lisa Pate - State Farm Agent