Retention & Customer Service Specialist

STATE FARM

Retention & Customer Service

Representative

Naples Bonita Springs Fort Myers, FL — Full-Time

Fast. Fun. Focused.

Not every great hire wants to cold call. This role is for the person who wins by building trust, solving problems, and making clients feel taken care of.

If relationships are your strength — we built this seat for you.

COMPENSATION

Base Pay

Retention Bonus

Total Potential

Competitive

based on experience

$0 - $5k

tied to retention results

$45K - $60K+

base + bonus combined

Retention bonuses are tied to real results — policy retention rates, lapse/cancel reduction, and client satisfaction. You’ll always know what you’re working toward and what it pays.

Benefits include paid time off, paid holidays, and support for licensing fees and professional designations.

ABOUT THE AGENCY

We’re building a high-performance team — and that means we need more than just salespeople. We need people who protect what’s already been built.

Retention is not a support function here. It’s a core part of how we grow. Every client we keep is a win, a referral waiting to happen, a renewal that funds the team, and a relationship that compounds over time.

This role is as important to us as any sales seat on the floor.

WHAT YOU’LL DO

You’ll own the client relationship after the sale — keeping policies on the books, handling service needs quickly, and making sure every client feels like they matter to this agency.

Handle inbound calls for policy changes, billing questions, coverage reviews, and general service
Proactively contact clients flagged for lapse or cancellation and work to save the relationship
Identify coverage gaps and discuss additional needs where appropriate
Conduct policy reviews and check-in calls to strengthen client loyalty
Coordinate with the sales team on warm transfers and referral opportunities
Maintain accurate records in our CRM and follow agency workflows for every client interaction
Contribute to team huddles, meetings, and a culture where everyone’s work is recognized

WHY THIS ROLE WINS

You’re valued

Retention is not an afterthought here. Customer Service is how we stand out.

Bonus that means something

Performance-based retention bonus tied to real metrics. When you keep clients, you get paid for it.

You’ll be developed

Weekly training, monthly coaching, license support, and a clear path forward. We invest in everyone on this team.

Culture is real

Daily huddle, live leaderboard, instant rewards, team recognition. This isn’t a quiet service desk — it’s a high-energy team environment.

Career path

This role can move toward a licensed sales position, team lead, or a long-term agency leadership role. We promote from within.

State Farm brand

You’re representing one of the most trusted insurance brands in the country.

WHO SUCCEEDS HERE

This role is built for someone who genuinely likes people and genuinely likes solving problems. If that’s you, read on.

Natural relationship-builder — clients trust you quickly and you work to keep it that way
Calm under pressure — you can handle a frustrated client without losing your composure or your warmth
Detail-oriented and organized — you follow through, you don’t drop balls, and you do what you say you will
Competitive enough to care about metrics, humble enough to ask for help
Team-first mentality — a win for the agency is a win for you
Bilingual Spanish speakers strongly encouraged to apply

REQUIREMENTS

Holds (or willing to obtain) a Florida 2-20 or 4-40 license — unlicensed candidates willing to obtain licensure are welcome to apply
Customer service, client relations, or insurance experience preferred
Strong verbal communication and active listening skills
Comfortable working in a CRM and managing multiple tasks at once
Must be able to work full-time, in-office in the Bonita Springs area
Must pass a background check

WHERE THIS CAN TAKE YOU

We take career development seriously for every role on this team — not just sales.