Retention & Cross-Sell Specialist; In-Office

Job Description

We're expanding our team at the Edward H. Lehmann Allstate Agency and are looking to fill our Retention & Cross‑Sell Specialist position.

This role focuses on:

• Strengthening relationships with existing customers
• Handling inbound service calls and identifying additional protection needs
• Performing coverage reviews and uncovering cross‑sell opportunities (Auto/Home/Life/Retirement)
• Making outbound calls to schedule policy review appointments when inbound volume is low
• We have strong systems, a CRM in place, and a coaching/training process that sets our team up for success.

• Paid Time Off (PTO)
• Hands on Training
• Mon‑Fri Schedule

What You'll Do:

This role is a blend of customer service + inside sales. You'll be the first point of contact for customers and prospects.

You will:

• Answer inbound calls from existing clients and provide exceptional customer service.
• Transition service calls into coverage reviews and uncover cross‑sell opportunities within:
• Auto / Home / Renters / Landlord policies (P&C)
• Life & Retirement referrals
• Make outbound calls to schedule annual review appointments when inbound volume is low.
• Work daily within our CRM to manage tasks, track follow-ups, and stay organized.
• Build trust, establish rapport, and guide clients through coverage options.
• Follow structured workflows and agency systems; we train and coach to WIN.
• This is not cold‑calling strangers from a phone book; our technology and marketing generate real activity and warm opportunities.

• Have 2 years of customer service experience.
• Have a track record of reviewing policies, profiling households and selling other lines into the household.
• Have a P&C License or a Personal Lines License.