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Upload Your ResumeAbout 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
About Embrace Pet Insurance
Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, and lost recovery services throughout North America. They operate with a full stack of resources, capital, and services to...