Customer Service Retention Specialist

Customer Service Retention Specialist ($1,000 Signing Bonus)

Join to apply for the Customer Service Retention Specialist ($1,000 Signing Bonus) role at B. Murphy Insurance Group - Farmers Insurance Agency

Looking for an exciting career? We are a local fast growing Farmers Insurance Agency located in Austin, TX, and we’re handpicking talented individuals to join our team. Our culture is competitive, fun, and fast‑paced.

We provide a competitive compensation package and a range of benefits:

• Competitive compensation package
• We pay exceptionally well for experience and high performance
• Base Salary is $19.00 - $25.00/hr.
• Plus Commission and Bonuses
• Career Growth Opportunities
• All of our team members have an opportunity to develop professionally, and advance within our organization.

• Hourly Base Salary + Bonus Opportunities
• Paid Time Off (PTO)
• Health Insurance
• Dental Insurance
• Vision Insurance
• Hands on Training
• Mon-Fri Schedule
• Career Growth Opportunities
• Holidays Off

• Explains renewal and other premium changes, educates on policy benefits, and conducts a full policy review.
• Assists customers in making informed decisions regarding appropriate coverage options and deductibles for their asset protection needs.
• Receives and responds to inquiries related to insurance matters that require expert support.
• Interacts with customers, agents, and others to resolve complex issues regarding policy provisions and conditions.
• Explains premium changes. Quotes, sells, and generates premium.
• Analyzes, clarifies and resolves complex policy and account related questions from external customers.
• Accesses account information and communicates while working in multiple systems across all brands.
• Uses account information, advanced product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations.
• Makes decisions about ambiguous situations. Documents customer interactions and outcomes thoroughly in system, including notation and applicable data tracking.
• Resolves issues requiring expert support.
• Actively listens to customer concerns to identify trends or patterns.
• Recognizes opportunities for innovation and process improvement and makes recommendations to leadership.
• Advocates on behalf of the customer. Devises customer‑centric solutions for complex insurance issues.
• Builds and shares knowledge and acumen through self‑directed learning. Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
• Continues to build personal skill set by participating in in‑house or outside insurance or industry‑related courses or seminars as deemed necessary to expand product and system knowledge.
• Stays current with relevant product(s), which includes all specialty lines.
• Champions change initiatives and fosters acceptance and support for these changes within the team.

• High School Diploma or equivalent required.
• Texas General Lines Property and Casualty license required.
• 1 Year of experience in insurance or related field required.
• Experience with Farmers Insurance products and systems preferred.
• Experience providing advanced customer support within a high‑volume, complex environment preferred.
• Demonstrated customer service skills.
• Strong verbal communication and listening skills.
• Demonstrated written communication skills.
• Demonstrated analytical skills.
• Demonstrated problem solving skills.
• Demonstrates excellent judgment and decision making skills.
• Effective conflict management skills.
• Able to apply strong de‑escalation techniques to tense interpersonal interactions.
• Performs work independently with minimal supervision.
• Possesses strong technical aptitude.
• Advanced computer skills with ability to navigate multiple systems simultaneously.

Farmers Insurance is a leading provider of comprehensive insurance solutions, empowering individuals and businesses to protect what matters most. With a professional and energetic approach, we offer tailored auto, home, life, and business coverage. Join our team and help us build a more secure future for our customers!

Entry level

Full‑time

Other

Insurance