At Tracey Sova State Farm, we don’t just sell insurance — we build lasting relationships, solve problems, and create extraordinary customer experiences every single day. We’re seeking a motivated, customer focused professional to join our fast-paced, dynamic team as a Customer Engagement & Retention Specialist.

This is a high-energy, multi-tasking role that demands exceptional organizational skills and the ability to juggle multiple priorities without ever compromising the quality of customer service. If you thrive in a busy environment, love building relationships, enjoy purposeful marketing and sales, and want to make a measurable impact, this opportunity is for you.

Retention Champion & Multi-tasker:
Manage a high volume of customer interactions daily. Through phone calls, emails, and follow-ups, expertly handling multiple accounts and requests simultaneously. Your ability to prioritize and multitask ensures that no customer is left waiting and every opportunity to retain business is maximized.
Customer Advocate:
Provide top-tier, personalized service that customers rely on. You’ll expertly guide clients through policies, identify coverage gaps, and tailor solutions that fit their unique needs — all while handling multiple customer requests and inquiries throughout the day with professionalism and care.
Problem Solver:
Quickly and efficiently resolve issues or obstacles that may lead to customer dissatisfaction or attrition. You’ll balance responding to immediate concerns while managing ongoing retention strategies, all within a busy workflow.
Data-Driven Strategist:
Monitor retention metrics and customer feedback to identify trends and areas for improvement.
Sales Superstar:
While this position is heavily focused on exceptional customer service and retention, it also includes important sales responsibilities. You will actively identify upsell and cross-sell opportunities within our existing customer base —specifically targeting auto, home, and life insurance products—to meet established sales quotas. Managing your time effectively to juggle both high-quality service and sales outreach is essential to your success. This position does require some cold calling. 

Process Pro:
Ensure all customer interactions comply with company policies, document communications accurately, and maintain up-to-date records, ensuring every customer interaction is flawless — from phone calls and emails to paperwork and follow-ups. Your attention to detail and ability to handle a busy workflow will be key to maintaining high standards.

If you are NOT already licensed, we are willing to guide you through the certification process and get you trained. Mostly, we are looking for someone that is out-going, a positive thinker, a motivated self-starter, likes working with people from all walks of life, pays attention to details, is extremely organized & creative.