Benefits:

• Paid time off
• Training & development
• 401(k)

Insurance Customer Service & Retention Specialist

State Farm – The Monica Markley Agency
Location: Columbia, PA
Schedule: Monday–Friday, 8:30 AM–4:30 PM
Employment Type: Full-Time
Compensation: Salary


Build a Career—Not Just a Job


Are you someone who believes that great customer service means actually caring about the person on the other end of the phone?


The Monica Markley Agency is looking for a professional, friendly, and dependable Insurance Customer Service & Retention Specialist to join our team in Columbia, PA.


We are looking for someone who takes pride in doing things the right way—someone who believes in old-school customer service, personal accountability, clear communication, and following through on what you say you will do.


If you enjoy helping people, solving problems, building relationships, and being part of a team where your work truly matters, this could be the career opportunity you've been looking for.


Why Join Our Team?


We believe our customers deserve more than someone simply answering the phone. They deserve someone who listens, understands their concerns, explains their options, and follows through until the issue is resolved.


In this position, you will become an important part of our customers' insurance experience and an important part of our agency team.


We are looking for someone who wants to grow professionally, continually improve their skills, and contribute to the growth and success of the office.


What We're Looking For


The ideal candidate is:

• Customer-focused and genuinely enjoys helping people
• Professional, friendly, and confident when communicating with customers
• A strong listener who can understand what a customer needs—not simply respond to what they ask
• Organized and detail-oriented
• Dependable and accountable
• Comfortable handling multiple tasks while maintaining accuracy
• Calm and professional when dealing with difficult or stressful situations
• A team player who treats coworkers with respect
• Someone who takes initiative and looks for solutions
• Interested in building a long-term career in insurance

Insurance experience is certainly a plus, but attitude, professionalism, work ethic, and customer-service ability are equally important to us.


Key Responsibilities

• Answer incoming calls and respond to customer questions in a professional and friendly manner
• Provide exceptional customer service while helping customers with their insurance needs
• Assist customers with billing, coverage, policy, and general insurance questions
• Listen carefully to customer concerns and work toward appropriate solutions
• Research and resolve customer issues efficiently while following agency procedures and standards
• Clearly document customer interactions and maintain accurate records
• Keep customers informed regarding next steps, follow-up items, and expected timelines
• Schedule customer appointments across multiple calendars
• Follow up on outstanding customer needs and commitments
• Maintain a calm and professional demeanor when handling challenging customer situations
• Work collaboratively with other members of the agency team
• Participate in ongoing training and continuing education
• Take an active role in developing your insurance knowledge and professional skills
• Contribute to the overall growth and success of the agency

Required Qualifications

• Excellent verbal and written communication skills
• Strong professional phone etiquette
• Exceptional customer-service skills
• Strong attention to detail
• Ability to multitask while maintaining accuracy
• Dependable and consistent attendance
• Ability to work independently while also functioning effectively as part of a team
• Professional appearance and demeanor
• Willingness to obtain and maintain a Property & Casualty Insurance License prior to your start date

Preferred Qualifications not required

• Active Property & Casualty (P&C) Insurance License
• Previous insurance agency experience
• Previous customer service or call-center experience
• Experience handling inbound calls or high-volume customer inquiries
• Familiarity with insurance terminology
• Experience working with insurance policies, billing, or customer accounts
• College degree or relevant professional education

 We are interested in your professionalism, ability to learn, work ethic, and commitment to providing exceptional customer service.


What Success Looks Like in This Position


Success in this role isn't simply about answering the phone or completing a checklist.


It's about making sure our customers feel heard, respected, informed, and taken care of.


The right person will take ownership of customer concerns, communicate clearly, follow through on commitments, and become someone our customers and team can depend on.


This Opportunity May Be Right for You If...


You are looking for a workplace where:

• Customer service actually matters
• Your work has a direct impact on people's experiences
• You can develop valuable professional skills
• You are encouraged to continue learning
• You can build a long-term career
• You want to be part of a professional, supportive team
• You take pride in doing your job well

If you're simply looking for a paycheck, this may not be the position for you. If you're looking to build a career and become an important part of a team, we'd love to hear from you.


How to Apply


Please submit your application through our career page or send your resume directly to the hiring manager at aimee@insuremeincolumbia.com.


Please do not call the office regarding this position. All applicants should apply through the career page or submit their resume directly by email.


We look forward to learning more about you and what you could bring to our team.