Sales Receptionist

Job Description
Job Description
Sales Receptionist
Ronald DeMyers Sr. Ins Agcy, Inc. (State Farm Agency)
Location:
Montclair / Paramus, NJ
Reports To:
Agency Team Leader
Employment Type:
[Full-time/Part-time]

About the Role

We are seeking a
Customer Service Specialist with 2 + years of experience in customer retention, goal achievement, and establishing long-term customer relationships
. In this role, you will support customers across renewal and service needs, proactively address concerns, and help drive retention outcomes through strong communication, follow-up, and problem resolution.
You will report to the
Agency Team Leader and work closely with internal partners to ensure a smooth customer experience and consistent performance against retention and service targets.
Licensing Requirement
You must hold
Property & Casualty and
Life & Health licenses or have the ability to get licensed prior to joining our offices
.

Compensation
Targeted Total Compensation:
$35,000 – $46,000

Key Responsibilities

Provide exceptional customer service with a retention focus, including renewals and policy/service support. Contact and support customers in ways that drive continued coverage and improve outcomes. Meet and exceed retention and service performance goals through effective outreach, follow-up, and resolution. Establish and maintain long-term relationships by understanding customer needs, setting expectations, and delivering consistent support.

Proactively identify retention risks (e.g., service issues, coverage questions, billing concerns) and resolve before they impact renewals. Document all customer interactions accurately and timely in company systems/CRM. Collaborate with internal teams (claims, underwriting, billing, compliance, etc.) to resolve customer needs efficiently. Maintain compliance with all licensing, regulatory requirements, and internal processes. Promote and support a respectful, inclusive workplace through equitable communication and teamwork.

Requirements

5+ years of experience in retention and/or customer service roles with a demonstrated track record of meeting goals. Active
Personal Lines and
Life licenses (or ability to obtain prior to joining). Strong verbal and written communication skills with the ability to handle sensitive customer situations professionally. Proven ability to foster long-term customer relationships and build trust. Strong organizational skills; ability to manage multiple priorities and follow through to resolution. Commitment to workplace inclusion, collaboration, and respectful service.

Required KPIs (
What Success Looks Like
)
Retention / Revenue
Renewal/Persistency Rate (%)
(target baseline to be set by your team)
Retention Goal Attainment (%)
Churn Reduction (%) / Non-renewal Reduction
Renewal Conversion Rate (%)
(for customers contacted prior to renewal)
Save Rate (%)
(at-risk accounts successfully retained)
Customer Experience
CSAT (Customer Satisfaction Score)
Complaint/Escalation Rate
(maintain low escalation frequency)
Service Effectiveness
First Contact Resolution (FCR) (%)
Time to Resolution (TTR)
SLA Compliance (%) for customer follow-ups and resolution timelines
Operational / Quality
Quality Assurance (QA) Score (%)
Documentation Accuracy / Notes Timeliness (%)
Compliance Completion Rate (%)
(training, call standards, and required processes)
Productivity
Customer Touchpoints by Renewal Timing
(calls/emails completed vs. target)
Activity Targets
(e.g., contacts per day/week tied to retention performance)

Preferred Qualifications (Optional)
Insurance agency or call center experience
Familiarity with CRM systems and retention/service KPIs
Experience partnering cross-functionally to resolve complex customer situations
Experience in working as a team / Managing a Team
To apply: respond to this opportunity
EQUAL OPPORTUNITY EMPLOYER:
We value diversity and are committed to creating an inclusive environment for all employees and customers.
\nCompany Description
We promote a culture of learning and execution (Each one - Teach One) All members of our team train, Work well together, and offer support.

Fun loving, results focused team. Company Description
We promote a culture of learning and execution (Each one - Teach One) All members of our team train, Work well together, and offer support. Fun loving, results focused team.