Retention Agent

Summary

Embrace Pet Insurance provides pet health insurance products and services focused on supporting pet parents. The Retention Agent works with existing customers to address concerns, resolve issues, preserve trust, and retain business. The role also monitors retention metrics, collaborates across departments, and implements process improvements to enhance customer experience and retention rates.

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

Skills

• 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
• Preferably in a retention capacity
• Bachelor's degree preferred

Qualifications

Must Haves

• 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

Nice to Haves

• preferably in a retention capacity
• bachelor's degree preferred

Benefits

• This position is eligible for commission.
• Healthcare
• Parental leave
• Opportunities for career advancements
• 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)
• Retirement 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)