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Customer Retention Specialist

Skills
Account ManagementBusiness IntelligenceTrainingContact CentersCustomer ExperienceCustomer Relationship ManagementLicensing
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 3 years of experience in customer retention account management or similar role in a fast-paced call center environment
  • 1+ years of experience in a customer service role
  • Proven track record of retaining customers handling cancellations and renewing services
  • Demonstrated ability to de-escalate difficult situations with empathy
  • Strong written and verbal communication skills
  • Experience navigating multiple digital platforms simultaneously
  • Proficiency using CRM systems to document and manage customer interactions
  • Strong technical troubleshooting skills in a remote environment
  • Experience working remotely in a private setting with reliable hard-wired internet connection and distraction-free home office setup
  • Must be able to obtain and maintain active Property and Casualty licensing in all 50 states and applicable jurisdictions

Nice to have

  • Empathetic
  • Solution-oriented
  • Adaptable
  • Technically savvy
  • Detail-oriented

Day to day

  • Engage with customers who are requesting to cancel their policy through inbound calls and email with empathy and care
  • Listen actively investigate concerns and de-escalate sensitive situations while providing thoughtful solution-oriented support
  • Educate pet parents on the long-term value of coverage and tailor communication to help them feel informed supported and confident