Retention Agent

About This Role

This role involves working closely with existing pet insurance customers to address their concerns, rebuild trust, and ensure their continued business. The specialist is responsible for developing retention strategies and improving customer experience.

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
• Monitor 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

Requirements

• Excellent communication skills, both verbal and written
• Proven customer service and/or sales experience
• 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

Qualifications

• High school diploma or equivalent, bachelor’s degree preferred
• Proven customer service and/or sales experience, preferably in a retention capacity

Nice to Have

• Bachelor’s degree

Benefits