Customer Care Retention Specialist

About the role

As a Customer Care Retention Specialist, you will play a crucial role in proactively engaging with our customers to strengthen their relationship with our Omnipod brand. You will focus on retaining customers by providing outstanding service, addressing concerns, and ensuring they receive maximum value from our Omnipod products and services.

Responsibilities

• Possess a deep understanding of Customer Care processes as well as Omnipod products to effectively communicate to customers.
• Initiate outbound calls, emails, and other communication methods to existing customers to check on their satisfaction, address any concerns, and ensure they are maximizing the benefits of our products and services.
• Establish and nurture strong, trust-based relationships with customers, listening to their needs and concerns with empathy and professionalism.
• Provide customers with information on Omnipod product updates, new features, and available resources to support diabetes management.
• Address customer concerns and issues promptly, working closely with relevant teams to find solutions and provide a seamless customer experience.
• Identify opportunities to upsell or cross-sell additional products or services that align with customers' needs and preferences.
• Collaborate with Customer Care leadership as well as Insulet franchise owners to develop and execute retention strategies that enhance customer loyalty.
• Follow detailed call scripts or guidelines while adapting to customer responses.
• Meet or exceed Customer Care KPIs established.
• Maintain detailed records of customer interactions and outcomes within Salesforce activities and campaigns, ensuring accurate tracking of customer feedback and concerns.

Requirements

• Associate degree or 4+ years of Customer Service-related support, healthcare environment, pharmacy channel, or other relevant experience.
• Excellent problem-solving abilities and a proactive mindset.
• Strong communication and interpersonal skills, with a focus on empathy and active listening to engage with sensitive healthcare topics/customer situations.
• Knowledge of diabetes management is a plus.

Preferred Skills and Competencies

• Bachelor’s Degree preferred.
• Experience as a Quality Evaluator in a Contact Center preferred.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Must be able to work independently while contributing to the goals of the team.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).

Pay

For U.S.-based positions, the annual base salary range for this role is $26.33 - $39.49 per hour. This position may also be eligible for incentive compensation.

Benefits

• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off (PTO).
• Additional employee wellness programs.

About Insulet

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas.