The Client Experience Assistant plays a crucial role in enhancing customer relationships, increasing referrals, managing online reputation, and supporting agency growth through effective communication and marketing efforts. This role is responsible for ensuring a seamless client experience by handling welcome calls, managing social media, executing referral and Google review strategies, and identifying cross-sell opportunities.

Key Responsibilities:

Salary Range: $13.00 - $15.00 per hour

Benefits

Hourly Base Salary + Bonus Opportunities

Hands on Training

Mon-Fri Schedule

Career Growth Opportunities

✅ Customer Service Experience: Prior experience in customer service, client relations, or sales support (preferred but not required).

✅ Marketing & Social Media Skills: Familiarity with Facebook, Instagram, and other platforms for business engagement.

✅ Phone Communication: Comfortable making calls to new and existing clients, requesting referrals, and handling customer inquiries.

✅ Tech-Savvy & Organized: Ability to use CRM software, spreadsheets, and social media scheduling tools.

✅ Strong Writing & Grammar Skills: Ability to draft social media posts, respond to reviews, and communicate professionally via email and text.

1. Referral Program Management

Ask for referrals from every client interaction, emphasizing the agency's referral program.

Track and follow up on referrals to maximize conversion opportunities.

Maintain a referral tracking system and provide regular reports on referral performance.

2. Google Reviews & Reputation Management

Request Google reviews from all clients after each interaction.

Follow up with clients via calls, emails, or texts to encourage review submissions.

Monitor and respond professionally to Google reviews and other online feedback.

Implement strategies to meet the agency's goal of 1,000 Google reviews in 2025.

3. Social Media Management

Create, schedule, and post content across Facebook, Instagram, and other platforms.

Engage with followers by responding to messages, comments, and inquiries.

Track social media performance metrics and suggest improvements.

Align content with the agency’s brand and marketing strategies.

4. Cross-Sell Campaign Execution

Call and follow up with existing clients to identify cross-selling opportunities.

Educate clients on additional coverage options based on their current policies.

Maintain accurate records of cross-sell conversations and outcomes.

Work closely with the sales team to ensure smooth policy updates.

5. Welcome Calls & Client Engagement

Contact all new clients to introduce the agency, create a strong first impression, and reinforce the agency’s value.

Ensure clients understand their policies and answer any initial questions.

Encourage new clients to leave a Google review and refer friends or family.

6. Administrative & Support Duties

Maintain an organized database of referral leads, cross-sell prospects, and client communications.

Provide weekly performance reports to the agency owner on referrals, reviews, social media engagement, and cross-sales.

Assist with customer outreach campaigns, including follow-ups and special promotions.

At Brenda Gomez Insurance Agency, we believe in empowering our clients and team alike by providing exceptional service and unparalleled expertise in the insurance industry. Our energetic and professional culture fosters continuous growth and innovation, allowing our employees to thrive while making a real impact in people's lives. Join us, and become part of a dedicated team that values integrity, teamwork, and a commitment to delivering customized solutions that meet our clients' needs. Choose us and be the difference!