Customer Retention Specialist – Service Focused
Ginny Thompson State Farm
217 East Bandera Road, Suite 1
Boerne, TX 78006-2992
Full-Time | In-Office

Deliver Exceptional Service. Strengthen Relationships. Support Agency Growth.

Ginny Thompson State Farm is seeking a service-oriented Customer Retention Specialist who is passionate about helping customers, building strong relationships, and delivering an exceptional service experience. This role is ideal for someone who thrives in a customer-focused environment and takes pride in solving problems, supporting policyholders, and maintaining long-term client relationships.

While this is primarily a service-focused position, the ideal candidate will also be comfortable identifying potential opportunities and pivoting those leads to our sales team when additional coverage or policy changes may benefit the customer.

If you enjoy helping people, staying organized, and being a trusted resource for customers, this role offers a great opportunity to grow your career in a supportive agency environment.

Licensing Requirement (Job Contingent)

This position is contingent upon becoming fully licensed.

• Property & Casualty license must be obtained prior to Day 1 start (full licensing support provided)
 • Life & Health license must be obtained within 45 days of starting
 • Our agency provides full support and guidance throughout the licensing process to help you succeed.

Role Overview

As a Customer Retention Specialist, you will play a key role in maintaining strong customer relationships and supporting policyholders with their ongoing insurance needs. You will assist with policy updates, renewals, billing questions, and claims support while ensuring customers receive a smooth and positive experience.

This role also involves recognizing when a customer may benefit from additional coverage and connecting those opportunities to the agency’s sales team.

Key Responsibilities

Provide exceptional service and support to existing customers

Assist with policy renewals, updates, billing questions, and coverage inquiries

Support customers through the claims process and follow up as needed

Maintain accurate documentation of all customer interactions

Identify opportunities where customers may benefit from additional coverage and refer those opportunities to the sales team

Build strong relationships that support long-term customer retention

Collaborate with team members to ensure a seamless customer experience

Qualifications

Strong customer service and relationship-building skills

Excellent communication and active listening abilities

Organized and detail-oriented with strong follow-through

Ability to multitask in a fast-paced environment

Prior customer service or account management experience preferred

Insurance or State Farm experience preferred but not required

Ability to complete licensing requirements outlined above

What We Offer

Competitive base salary plus performance incentives

Full support through the insurance licensing process

Ongoing training and professional development

A collaborative, service-focused team environment

Career growth opportunities within the agency

Ready to Build a Career Helping Customers?

If you enjoy helping people, solving problems, and building strong relationships while supporting a growing team, we encourage you to apply today to join the Ginny Thompson State Farm Agency.