Customer Loyalty Specialist

Benefits:

• Bonus based on performance
• Company parties
• Competitive salary
• Employee discounts
• Opportunity for advancement
• Paid time off
• Training & development

The Customer Loyalty Specialist is an employee of the Agency Owner and not an employee of American Family Insurance.

Objective
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 effectiveness of agency loyalty initiatives, in addition to satisfaction efforts, across all agency branches.

Customer Loyalty

• 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

Agency Operations

• 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

Insurance Sales

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

Education/Licenses/Designations

• Required by state statutes to have proper insurance licensing to sell, solicit or negotiate insurance products. This position must have at least one qualifying line of authority: Property; Casualty; or Life;
• Valid drivers license required
• Obtain the American Family Insurance Customer Excellence Certificate within an agreed upon amount of time with the agent owner

Role Requirements

• 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

Working Conditions

• General office setting
• Schedule is Monday-Friday 8:30-5:00, but weekends may be necessary on occasion during special promotions

Note: The information contained in this role profile is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all accountabilities, activities, skills and knowledge needed to perform in this role.