Customer Retention Specialist - State Farm Agent Team Member
Fontana - CA
Customer Retention Specialist - State Farm Agent Team Member
Full Time • Fontana - CA
Responsive recruiter
Benefits:
- Opportunity for advancement
- Paid time off
- Training & development
- Competitive salary
- Free food & snacks
Our office is hiring a Customer Retention Specialist (Customer Service Team Lead)!
Location: In-person, Fontana, CA.
About Us
At Cothran Carroll State Farm Insurance, we help people protect what matters most. We take pride in serving our community with integrity, care, and meaningful support. Whether we’re helping customers navigate a claim, reviewing coverage, or personalizing a plan, we believe in making a positive difference through every interaction.
We’re looking for a CRS/Team Lead who combines strong leadership and management experience with a genuine commitment to excellent customer service. In this role, you’ll help lead daily service operations, strengthen customer relationships, retain business, and identify opportunities to support the growth of our office.
Responsibilities
- Support the customer service team, helping coordinate daily workflows and maintain a high standard of service.
- Handle customer inquiries and assist with account updates, billing questions, renewals, policy reviews, and coverage changes.
- Coach and support team members in customer communication, problem-solving, service processes, and follow-through.
- Build strong relationships with existing customers and identify ways to improve satisfaction, engagement, and retention.
- Review customer accounts to identify relevant coverage needs and make appropriate cross-selling and upselling recommendations.
- Maintain accurate customer records and documentation.
- Track service, retention, and growth metrics; communicate progress and opportunities to the agent.
Qualifications
- 3+ years of direct, forward-facing customer service experience recommended
- Leadership or management experience preferred
- Bilingual in Spanish is required
- Strong interpersonal, communication, listening, and problem-solving skills.
- Excellent organization, attention to detail, and ability to manage multiple priorities.
- Customer-focused approach with the confidence to recommend relevant products and coverage options.
- Must be able to obtain applicable state insurance licenses.
Benefits:
- Growth potential
- Paid time off (vacation and personal/sick days)
- Valuable career-building experience
- All licensing costs are covered by the agency
Compensation: $75,000.00 per year
We're Hiring!
We are a growing agency with big dreams and lots of potential. Our team works hard to reach our goals together as a team and have fun while we are doing it! We take pride in using our years of valuable experience to mentor individual team members and prepare them for successful careers. If you're willing to work hard and you expect to get results from yourself and those around you, we want to meet you and talk about the opportunity we have for you. Come work with an energetic, fun team at Phillip Cothran - State Farm Agent!
About Our Agency
- Our mission is to help people manage the risks of everyday life, recover from the unexpected and realize their dreams.
- Our office is located in Fontana.
- I have been a State Farm agent since 1989.
- We currently have 9 team members at our agency.
- Our agency has received awards including: President's Club, Ambassador Travel, Legion of Honor, and Bronze Tablet
- Additional languages spoken: Spanish
We look forward to speaking with you!
State Farm agents are independent contractors who hire their own employees. State Farm agents’ employees are not employees of State Farm. Agents are responsible for and make all employment decisions regarding their employees.
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