Benefits/Perks

Competitive hourly pay rate plus commission and/or bonuses

Paid training

Paid Time Off

Job Summary The Customer Loyalty Specialist partners with the Agency Owner to establish and implement the systems, processes, and operations to build agency customer loyalty. Monitors and measures the effectiveness of agency loyalty initiatives, in addition to satisfaction efforts, across all agency branches.

Responsibilities

Manages and monitors multiple customer touch points for a continued long-term relationship over the life cycle of the customer

Partners with the agency owner to solidify the strategy that educates and sets customer expectations

Monitors the customers’ needs to ensure that the agency exceeds their expectations

Establishes processes for onboarding new and transfer customers

Assists agency owner in achieving agency customer loyalty and satisfaction goals

Responsible for initiating and adopting best practices for positive agency customer contact (Consistent Customer Connections)

Creates and implements loyalty social media content

Ensures the agency is implementing all future documentation enhancements that strengthen the customer relationship

Identifies and communicates cross-selling opportunities discovered through customer interactions or data analysis

Qualifications

Demonstrated customer service experience

Effective communication skills

Experienced with PC software applications (Microsoft Office Suites, Internet Explorer)

Proficient in metrics and analytics

Ability to coach others

This position is an Agency Team Member working for the Agency Owner and is not an employee of American Family Insurance.