Customer Loyalty Specialist

Benefits:

• 401(k) matching
• Bonus based on performance
• Competitive salary
• Opportunity for advancement
• Paid time off

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.