Overview Join a dynamic insurance team as a Customer Retention Specialist, dedicated to strengthening client relationships and ensuring long-term satisfaction within a leading insurance agency. In this role, you will leverage your exceptional communication skills and insurance knowledge to engage with clients, understand their needs, and promote tailored insurance solutions. Your energetic approach will drive customer loyalty, support retention strategies, and contribute to the agency's growth. This position offers an exciting opportunity for motivated professionals passionate about delivering outstanding customer service and building meaningful client connections. Are you a problem solver who knows how to turn a potential cancellation into a loyal customer? The Brimberry Agency, an established Allstate Insurance agency serving customers throughout Texas, is seeking an experienced, motivated, and results-driven Customer Retention Specialist to join our team. This is not simply a customer service position. We are looking for someone who understands the importance of protecting an existing book of business, building strong customer relationships, identifying coverage needs, and proactively preventing policy cancellations. Our ideal candidate is confident, professional, persuasive, and comfortable having difficult conversations with customers. You must be able to identify why a customer is considering leaving, present solutions, overcome objections, and create a positive experience that encourages customers to stay. Retention is one of the most important components of a successful insurance agency. We are looking for someone who takes ownership of that responsibility. Key Responsibilities Proactively contact customers who are at risk of cancellation, nonrenewal, or moving their insurance to another carrier. Conduct outbound retention calls and respond to incoming cancellation requests. Identify the underlying reasons customers are considering leaving and work toward appropriate solutions. Review policy premiums, deductibles, discounts, coverage options, and potential savings opportunities. Effectively handle price objections and competitor comparisons while communicating the value of proper insurance protection. Conduct renewal reviews and identify opportunities to improve customer satisfaction and retention. Work to prevent avoidable cancellations and improve overall agency retention performance. Identify appropriate cross-selling opportunities, including home, auto, umbrella, and other insurance products. Follow up consistently with customers and maintain an organized retention pipeline. Accurately document customer interactions, cancellation reasons, follow-up activities, and retention outcomes in agency systems. Collaborate with the service and sales departments to resolve customer concerns and improve the customer experience. Meet established daily activity standards, retention goals, and performance expectations.

Qualifications Required:

Previous experience in insurance customer service, retention, account management, or a related customer-facing role. Strong communication, negotiation, and objection-handling skills. Ability to remain professional and solution-oriented during challenging customer conversations. Strong organizational skills and attention to detail. Ability to manage multiple customer accounts and follow-up responsibilities. Self-motivated, dependable, coachable, and accountable for results. Comfortable working in a fast-paced, performance-driven environment. Active Texas Property & Casualty insurance license. Experience handling cancellation requests, renewal increases, and customer retention. Familiarity with insurance agency management systems and CRM software. Demonstrated success in meeting retention or customer service performance goals. What Success Looks Like At The Brimberry Agency, success is measured by more than answering phones and processing customer requests. A successful Retention Specialist actively works to save customers, follows through on commitments, identifies opportunities to strengthen customer relationships, and contributes to the overall health of our book of business. We value employees who are proactive rather than reactive, take ownership of their responsibilities, embrace coaching, and consistently work toward measurable results. Why Join The Brimberry Agency? We are an established, growth-oriented insurance agency committed to providing exceptional service while building long-term relationships with our customers. We believe strong agencies are built through a balance of new business growth and customer retention. Our team members play an important role in protecting that foundation. We offer a professional, team-oriented environment with clear expectations, ongoing coaching, and opportunities to develop your insurance career. Apply Today If you have a passion for helping customers, a strong understanding of insurance, and the ability to turn challenging conversations into successful outcomes, we would like to hear from you. We are looking for someone who doesn't simply process cancellations, we are looking for someone who knows how to prevent them. Join The Brimberry Agency and help us protect the relationships we have worked hard to build.

Pay:

$43,000.00 - $50,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person