Customer Care Retention Specialist

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Actively engage with current customers to enhance their connection with the Omnipod brand.

• Make outbound calls, send emails, and use other communication methods to evaluate satisfaction and resolve issues.

• Build and maintain trust-based relationships with customers.

• Provide updates on Omnipod products, including features and diabetes-management resources.

• Address customer concerns by working closely with relevant teams.

• Spot opportunities for upselling or cross-selling products and services.

• Work alongside Customer Care leadership and Insulet franchise owners to develop retention strategies.

• Follow established call scripts while being adaptable to customer feedback.

• Achieve or exceed the defined Customer Care KPIs.

• Keep comprehensive records of customer interactions and outcomes in Salesforce activities and campaigns.

⛳️ Requirements

• High School diploma.

• More than 4 years of experience in Customer Service, preferably within a Health Care setting, Pharmacy channel, or a related field.

• Strong problem-solving skills and a proactive approach.

• Familiarity with diabetes management is advantageous.

• Excellent communication and interpersonal abilities, emphasizing empathy and active listening for sensitive healthcare discussions.

• Bachelor’s Degree is preferred.

• Experience as a Quality Evaluator in a Contact Center is preferred.

• Capability to effectively interact with individuals at all organizational levels.

• Ability to work independently while also contributing to team objectives.

• Proficiency in Microsoft Office, including intermediate knowledge of Word and basic Excel skills.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) with company matching.

• Paid time off (PTO).

• Additional wellness programs for employees.

• Potential for incentive compensation.

• Fully remote work options; employees can work from home/virtually 100% or choose a hybrid on-site/virtual setup as preferred.