Customer Retention Specialist

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

📋 Description

• Educate and assist customers who wish to cancel their policy via inbound calls and email.

• Handle high call volumes while maintaining a balance of empathy, efficiency, and productivity within tight deadlines.

• Investigate customer issues and take proactive measures to support retention.

• De-escalate challenging situations with professionalism and empathy.

• Inform pet parents about the lifelong value of coverage to aid them in making informed decisions.

• Establish genuine connections by customizing communication to meet individual customer needs.

• Quickly adapt to changing responsibilities, processes, and workflows.

• Navigate various systems and tools to ensure a smooth member experience.

• Effectively prioritize and manage time in a dynamic contact center environment.

• Accurately record customer interactions in the CRM system.

• Independently troubleshoot common technical problems and adjust to new tools or system updates.

• Seek alternative methods to continue working while waiting for IT support.

• Meet or surpass productivity and quality goals while adhering to 90% of scheduled shifts.

• Engage in on-camera video calls to collaborate and connect with team members.

⛳️ Requirements

• A minimum of 3 years of experience in customer retention, account management, or a similar position in a fast-paced call center environment.

• At least 1 year of experience in a customer service role.

• Demonstrated success in retaining customers, managing cancellations, and renewing services.

• Ability to de-escalate challenging circumstances and address complaints and sensitive topics with empathy.

• Excellent written and verbal communication skills.

• Experience with navigating multiple digital platforms concurrently.

• Capacity to diagnose and resolve technical issues in real-time.

• Proficiency in using CRM systems for documenting and managing customer interactions.

• Strong technical troubleshooting abilities and comfort with using technology independently in a remote setting.

• Experience working remotely in a private space with a stable hard-wired internet connection and a distraction-free home office environment.

• Must be able to obtain and maintain active Property and Casualty (P&C) licensing in all 50 states and applicable jurisdictions, including assigned Canadian provinces.

• Must have a reliable and stable internet connection through a hard-wired Ethernet connection; wireless, satellite, and mobile hotspots are not acceptable.

• Availability to work full weekends without rotation is required.

• Must be authorized to work for any employer in the U.S.; visa sponsorship is not available.

🏝️ Benefits

• Uncapped monthly bonuses based on individual performance.

• Restricted Stock Units awarded to all new team members, vesting over 4 years.

• $1500 sign-on bonus for candidates who are currently licensed.

• Comprehensive medical, dental, and vision benefits at no cost to the employee.

• Four weeks of paid time off.

• Nine paid float holidays.

• Five-week sabbatical after five years of employment.

• Free medical health insurance for one dog or cat.

• Paid time off to volunteer at nonprofit organizations.

• Access to a free on-site gym.

• Complimentary dog walking services for office pets during business hours.

• Free parking.

• Paid ORCA cards.