Remote Retention Specialist: Salvage & Delight Customers

Porch.com, Inc.; Colombia; Remote; COP 29,016,000 - 34,596,000; Full time

Benefits offered by this job

Remote work

Job summary

Porch Group in Colombia is seeking a Retention Specialist to handle customer cancellation requests, respond to inquiries, and resolve service concerns in a timely, professional manner. The role emphasizes delivering exceptional customer service while building and maintaining positive relationships to support ongoing business retention.

You will manage the entire retention/cancellation process, review cancellations to salvage accounts, and coordinate with the claims department to resolve issues.

Qualifications

• 2+ years of call center experience is required.
• Excellent verbal and written communication skills (English language proficiency).
• Strong conflict resolution and problem-solving skills.
• Demonstrates excellent customer service skills, empathy, and the ability to address customer concerns while supporting retention objectives.

Responsibilities

• Manage the entire retention/cancellation process.
• Review all assigned cancellations and attempt to salvage the client account.
• Monitor retentions logs and notify supervisor of backlog or delays.
• Provide timely responses to clients.
• Utilize retention scripting to promote customer retention when possible.
• Coordinate with the claims department to resolve cancellation issues.
• Review and track all clients and retention measures taken.
• Understand Policy and Claims protocols.

Skills

Call center experience

English proficiency

Customer service

Conflict resolution

Problem-solving

Microsoft Office

Education

High school diploma

Tools

Microsoft Office Suite

Job description

Porch Group in Colombia is seeking a Retention Specialist to handle customer cancellation requests, respond to inquiries, and resolve service concerns in a timely, professional manner. The role emphasizes delivering exceptional customer service while building and maintaining positive relationships to support ongoing business retention.

You will manage the entire retention/cancellation process, review cancellations to salvage accounts, and coordinate with the claims department to resolve issues.