Client Experience Manager

Farmers Insurance-Chris Castanza Agency | Inside Sales Team

Position Overview

As a Client Experience Manager, you will serve on the front line of customer service within our growing insurance agency, oversee daily operations, and support staff development. As part of our Inside Sales Team, you will build and maintain strong relationships with current, future, and past clients while helping ensure their insurance needs are fully protected.

This role is focused on client retention, policy reviews, onboarding, relationship management, and identifying opportunities to improve coverage through cross-selling and account development. You will play a critical role in helping clients understand the value of partnering with our agency while supporting our mission to provide exceptional service and industry-leading retention.

We pride ourselves on being a one-stop shop for insurance solutions, offering Home, Auto, Life, Health, and Specialty insurance products to meet every stage of our clients’ lives.

Salary Range: $40,000.00 per year

Benefits

Annual Base Salary + Commission

Paid Time Off (PTO)

Health Insurance

Mon-Fri Schedule

Hands on Training

Retirement Plan

A Day in the Life

As a Client Experience Manager, you are the backbone of an agency managing a $15M+ book of business.

Each day includes reviewing client policies, taking inbound calls, and proactively reaching out to clients to help resolve or enhance their insurance needs. Responsibilities may include:

Adding or updating coverages

Assisting with claims processes

Sending policy documents

Shopping policies with different carriers

Conducting policy reviews

Identifying opportunities for additional protection

You will also play a key role in onboarding new clients from our sales teams, ensuring their transition into our agency is smooth and stress-free.

Through onboarding, account reviews, referrals, online quote requests, and outreach to current and former customers, you will help uncover new opportunities while strengthening existing relationships.

This position directly supports our mission to become not only the best insurance agency in the Kansas City area, but one of the best in the country.

Qualifications

• 2+ years experience in leadership, customer service, insurance, sales, or account management experience
• Strong communication and relationship-building skills
• Ability to multitask and manage a high volume of client interactions
• Detail-oriented with strong organizational skills
• Self-motivated with a desire to grow within a fast-paced environment
• Licensed insurance experience is required

Why Join Us?

Be part of a rapidly expanding agency with significant growth opportunities

Join a supportive and energetic team culture

Opportunity to grow within a high-performing insurance organization

Help make a meaningful impact on clients’ lives every day

Get in on the ground floor of an agency growing by the day

Benefits

Competitive salary plus performance incentives

Health insurance contribution plan

Paid time off and holidays

Retirement plan options

Licensing and professional development support

Positive and collaborative team culture

Work Environment

This position will be in office. The role involves regular interaction with clients, insurance carriers, and internal team members in a professional office

Key Responsibilities

Team Leadership & Management

• Lead, mentor, and support commercial insurance account managers and service staff
• Conduct regular team meetings, coaching sessions, and performance reviews
• Assist with onboarding and training new employees
• Monitor workloads and assign tasks to ensure service standards are met
• Promote a collaborative, client-focused team culture

Client Relationship Management

• Build and maintain long-term relationships with current, future, and past clients
• Reach out to clients regarding policy renewals, updates, corrections, and coverage reviews
• Handle inbound and outbound client communications with professionalism and urgency
• Assist clients with claims support, documentation requests, billing concerns, and policy changes
• Deliver a high-level client experience that strengthens loyalty and retention

Policy Reviews & Coverage Solutions

• Review existing client policies to identify gaps in coverage and recommend solutions
• Cross-sell and upsell additional insurance products based on client needs
• Shop policies across carriers to ensure clients receive the best possible coverage and value
• Support agency retention goals by proactively managing accounts and strengthening relationships

New Client Onboarding

• Onboard new clients from our Outside Sales and Commercial Teams
• Review policies and documents to ensure smooth transitions into the agency
• Educate clients on agency services and the advantages of being part of our agency family
• Ensure every onboarding experience is seamless, organized, and welcoming

Business Development & Retention

• Reach out to referral opportunities, online quote requests, and former clients
• Re-engage past customers and work to win back lost business
• Help generate growth through relationship-based sales and service opportunities
• Support the agency’s mission to maintain 90%+ retention levels

Farmers Insurance is a dynamic leader in the insurance industry, passionately protecting what matters most. We offer comprehensive auto, home, life, and business solutions, empowering clients with expert guidance and personalized service. Join our vibrant, professional team committed to innovation and building lasting relationships in a thriving environment.

Do you want to compete and win with the top insurance agency in the country? If so, read this post!

As an elite agency, we are dedicated to building with the best of the best in the insurance industry. Our office is competitive, fun, fast-paced, and committed to explosive growth!

Are you hungry to achieve far beyond the status quo and reach your full potential?

Who we are:

As a Legacy Agency, we have been open with Farmers Insurance for 11 years, winning the Presidents Council award 7 years in a row, and launching successful agencies into the workforce to expand the greatness of Farmers.

Our commitment is to develop leaders and champions who compete at the highest level. Over the last 11 years, we have committed to serving our clients and company through high-value sales, teaching and impacting other agencies and districts, and developing national sales leaders both within our agency and without.

Over the past 11 years, we have expanded our reach to include over 20 quoting options so were always cutting-edge for every client we serve. We believe that sales is service, and that if you commit, were not going to let you fail.

A Day in the Life of an Elite Sales Team Member:

1) Start the morning with our Daily Team Huddle and hands-on Coaching

2) Create an invaluable experience for our prospects with a nationally-proven sales system

3) Generate High Volume Sales over the phone in multiple states

4) Collaborate with our team of professionals and leaders to achieve ambitious sales targets

What makes our agency one of the best workplaces in the industry?

It's simple.

We Provide:

• The most competitive compensation plan on the market
• Training and coaching will be provided by the top 1% sales coaches in the nation
• Competitive and family-oriented work environment
• Health Insurance Benefits, and PTO

Regular hours (8am - 5pm) Monday through Friday

No weekends, evenings, or major holidays

Monthly Salary + Commissions + Bonus Opportunities

Remote positions available