Retention Agent

Job Summary

Embrace Pet Insurance is seeking a Retention Specialist. The main role of the Retention Specialist is to work closely with existing customers to address their concerns, preserve their trust, and retain their business. The ideal candidate will be an excellent communicator with strong problem-solving skills and a customer-focused attitude.

Main Responsibilities

• Develop and implement strategies to retain existing customers
• Communicate with customers via phone, email, and chat to address their concerns and resolve issues
• Identify causes of customer dissatisfaction and work to resolve the underlying problems
• Work with other departments to resolve customer concerns and ensure timely resolution
• Maintain customer retention metrics and report on trends to the management team
• Stay up-to-date on product and industry trends to better serve customers
• Continuously identify and implement process improvements to deliver better customer experience and improve retention rates

Basic Qualifications

• Excellent communication skills, both verbal and written
• Proven customer service and/or sales experience, preferably in a retention capacity
• Ability to understand and address customer concerns effectively
• Strong problem-solving skills
• Ability to work in a fast-paced, team-oriented environment
• Proficiency with customer management systems and call center technology
• High school diploma or equivalent, bachelor’s degree preferred

Benefits

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retail savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)