Customer Experience Specialist

Job Description

The Client Service Specialist is responsible for delivering exceptional customer service while supporting the agency's goals in Sales, Retention, and Service. This role serves as a primary point of contact for clients, helping strengthen relationships, resolve concerns, support policy retention efforts, and identify opportunities to better protect our clients and grow the agency.

The ideal candidate is customer-focused, detail-oriented, proactive, and committed to creating a positive client experience while contributing to the overall success of the agency.

• Paid Time Off (PTO)
• Flexible Schedule
• Dental Insurance
• Vision Insurance
• Life Insurance
• Hands on Training
• Mon-Fri Schedule
• Career Growth Opportunities
• Retirement Plan
• Holidays Off
• Weekends Off
• Bonus Opportunities
• Commission Opportunities
• Supportive Team Environment
• Company Events and Celebrations
• Opportunity to grow into licensed insurance and leadership positions

• Answer incoming calls and assist clients with policy questions and requests
• Process policy changes, payments, endorsements, and service transactions
• Assist clients with billing inquiries and claims support
• Maintain accurate client records and documentation
• Deliver prompt, professional, and friendly customer service
• Conduct policy reviews and account checkups
• Follow up with clients regarding renewals and retention opportunities
• Identify coverage gaps and recommend appropriate solutions
• Build long-term relationships that increase client loyalty and retention
• Support agency retention goals and initiatives
• Sales Support
• Schedule appointments for producers and agency staff
• Assist with lead management and follow-up activities
• Cross-sell and refer opportunities for Life, Auto, Home, Business, and other insurance products
• Support agency marketing and sales campaigns
• Identify opportunities to generate referrals and new business
• Maintain agency systems and client records
• Assist with office projects and operational initiatives
• Support agency processes and workflows
• Participate in training, team meetings, and professional development

Strong customer service and communication skills

Positive attitude and professional demeanor

Detail-oriented with strong organizational skills

Ability to multitask in a fast-paced environment

Proficient with computers and office software

Team-oriented with a growth mindset

Insurance experience preferred but not required

California Property & Casualty License preferred or willingness to obtain

Successful team members:

Take initiative and ownership

Embrace change and continuous improvement

Focus on Sales, Retention, and Service

Contribute to a positive team culture

Seek opportunities to grow professionally

Support agency goals and vision

Core Agency Values

Exceptional Client Experience

Accountability

Teamwork

Growth Mindset

Integrity