Customer Service & Retention Representative (CSSR)

Job Overview

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Quiñónez Agency is looking for a dependable, service-minded professional to help our clients receive timely assistance, understand their policies, and remain confident in their insurance decisions.

This role supports policy service, retention, client communication, and the identification of opportunities that should be referred to a licensed producer.

Insurance licensing may be required for certain activities. The employee must not perform licensed insurance activities unless properly authorized.

Role is only open to candidates who live in MEXICO

Salary Range: $1,250.00 - $1,500.00 per month

Benefits

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Monthly Base Salary + Bonus Opportunities

Work from Home

Mon-Fri Schedule

Requirements

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• Strong spoken and written English; Spanish is required.
• Trilingual with português brasileiro will be ranked higher and compensated accordingly.
• Excellent customer service and problem-solving skills.
• Organized, patient, professional, and responsive.
• Comfortable with phone systems, email, CRMs, and online tools.
• Prior insurance service or customer support experience preferred.
• Reliable internet and a private, secure remote workspace.
• Must maintain confidentiality and follow agency access controls.

Responsibilities

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* Respond to client service requests by phone, email, and approved communication channels. * Assist with routine policy questions and service requests within authorized access and training. * Help clients with documentation, billing questions, policy changes, and renewal follow-up. * Identify retention risks and escalate cancellation concerns promptly. * Coordinate certificates of insurance and other approved documentation requests. * Maintain accurate client records and follow up on outstanding service items. * Identify potential cross-sell opportunities and refer them to a licensed producer. * Support onboarding and provide a professional client experience. * Follow agency privacy, security, carrier, and service procedures. About Us ------------

Farmers Insurance - Jonathan Quinonez is a high-performing company home based in Norman, Oklahoma. With a commitment to excellence and a passion for serving our community, we specialize in providing personalized insurance solutions tailored to meet the unique needs of our clients. Our team of dedicated professionals brings years of experience and expertise to the table, ensuring that our clients receive the highest level of service and support. Allowing us to service not just only Oklahoma but an additional 11 states across the country.

At Jonathan Quinonez Insurance Agency, we understand that insurance can be complex and overwhelming. That's why we strive to simplify the process for our clients, offering clear guidance and expert advice every step of the way. Whether you're in need of auto, home, life, or business insurance, you can trust us to find the right coverage options to protect what matters most to you.