Agency Account Representative

The Agency Account Representative is a hybrid role designed to elevate agency performance through outstanding customer service, proactive retention, and targeted internal sales. This role manages key customer touchpointsrenewals, claims, walk-ins, and digital feedbackwhile driving growth through cross-selling and upselling. The focus is on delivering measurable impact in customer satisfaction, retention, and new premium generated.

Salary Range: $36000.00 - $42000.00 per year

Annual Base Salary + Commission+ Bonus Opportunities

Paid Time Off (PTO)

Work from Home

Mon-Fri Schedule

Career Growth Opportunities

Flexible Schedule

Responsibilities

Relationship Building: Cultivate strong relationships with new and existing customers through consistent communication, tailored support, and consultative service.

Retention Strategy: Develop and implement strategies to improve customer retention and increase lines per household.

Tool Utilization: Use company tools (e.g., Renewal Advisor, Shopper Opportunities) to identify and mitigate retention risks through targeted strategies.

Customer Outreach: Proactively address customer concerns, particularly around rate increases, offering reviews and tailored solutions.

Claims Support: Lead efforts in resolving claims-related issues swiftly, ensuring communication between customers and claims adjusters is seamless and transparent.

Walk-in Customer Experience: Ensure a smooth and welcoming in-office experience for all walk-in customers. Address any immediate customer needs, answer questions, and direct customers to the appropriate team members.

Process Optimization: Identify areas within the agency where process improvements could enhance retention, and collaborate with team members to align strategies with agency best practices, check for consistent adherence and results.

Culture Building: Foster a culture of positivity and continuous improvement within the agency.

Lead Conversion: Act promptly and professionally on internet leads, quote requests, and internal prospecting lists to generate new business. Emphasize speed-to-contact and follow-up consistency to maximize close rates.

MultiLine Expansion: Identify monoline households and use cross-selling techniques to expand coverage. Recommend appropriate products based on customer data and life stage.

Book Optimization: Proactively engage with existing book of business to identify upsell, cross-sell, and retention opportunities. Systematically reach out to past customers and follow up on previously quoted households.

Pipeline Management: Utilize CRM systems to track activity, manage follow-ups, and ensure lead progression aligns with agency sales targets.

Customer-Centric Mindset: Committed to delivering a seamless customer experience and using service touchpoints to build trust and drive retention.

Sales Capability: Proactively initiates contact, identifies needs, and closes business through consultative conversations. Skilled in re-quotes, cross-sells, and life appointment setting.

Follow-Up Discipline: Highly process-driven with consistent pipeline management, timely follow-ups, and accurate CRM tracking.

Communication: Clear, persuasive communicator across phone, email, digital, and in-person interactions.

Analytical Thinking: Uses data from feedback, quotes, and conversions to adjust strategies and improve outcomes.

Digital Fluency: Proficient with Microsoft Office, CRM tools, quoting platforms, and digital engagement systems.

Problem Solving: Resolves customer and sales-related issues efficiently and professionally.

Collaboration & Adaptability: Works fluidly across sales and service teams; adjusts to agency priorities and customer needs.