Retention Agent

About This Role

This role will focus on customer retention by addressing concerns, building trust, and preserving customer relationships for a modern pet health brand. The Retention Specialist will implement strategies to improve customer satisfaction and reduce churn.

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, 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

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

Skills

* Required skills

Benefits