Retention Specialist, PW

Porch Group; Colombia; Remote; COP 27,085,000 - 32,442,000; Full time

Job summary

Porch Group is seeking a Retention Specialist to work remotely from Colombia. You will handle customer cancellation requests, respond to inquiries, and strive to retain clients while maintaining excellent service standards.

The role requires 2+ years in a call center, strong English communication, and proficient computer skills. This is a full-time remote position with Porch Group under RemoFirst as the Employer of Record in Colombia.

Qualifications

• Minimum high school diploma.
• 2+ years of call center experience.
• Excellent verbal and written communication (English).
• Strong conflict resolution and problem-solving skills.
• Proficient with Microsoft Office and internet.

Responsibilities

• Manage the entire retention/cancellation process.
• Review cancellations and attempt to salvage accounts.
• Monitor retention logs and notify supervisor of delays.
• Respond to clients promptly and professionally.
• Use retention scripting to maximize customer retention.
• Coordinate with claims to resolve cancellation issues.

Skills

English fluency

Call center

Customer service

Conflict resolution

Problem solving

Computer skills

Education

High School Diploma

Tools

Microsoft Office

Job description

## Retention Specialist, PWApply: Full Remote: CO Remote: Full time: Posted 8 Days Ago: JR101310Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by1) providing the best services for homebuyers2) led by advantaged underwriting in insurance3) to protect the whole home.As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.Job Title: **Retention Specialist**Location:**Colombia**Workplace Type: **Remote***This role is employed through RemoFirst, Porch Group's Employer of Record partner in Colombia. Your employment will be legally administered through RemoFirst, while your day-to-day work is led by Porch Group.***Job Summary**The future is bright for the Porch Group, and we’d love you to be a part of it as a **Retention Specialist**The Retention Specialist is responsible for handling customer calls related to service cancellation requests. The role requires responding to customer inquiries and resolving service concerns in a timely and professional manner. The Retention Specialist is expected to provide exceptional customer service while building and maintaining positive customer relationships to support ongoing business retention.**What You Will Do As A****Retention Specialist*** Manage the entire retention/cancellation process.* Review all assigned cancellations and make attempts to salvage the client account.* Monitor retentions logs and notify supervisor of impending backlog or delay concerns.* Provide responses in a timely and efficient manner to clients.* Utilize retention scripting to ensure customer retention when possible.* Work in coordination with the claims department to resolve all cancellation issues that may impede claims.* Responsible for the review and tracking of all clients and measures taken to retain a client when necessary.* Acquire a clear and concise understanding of Policy and Claims protocols.**What You Will Bring As A****Retention Specialist*** Minimum high school diploma.* 2+ years of call center experience is required.* Previous experience as a Retention Specialist, including experience handling service cancellation calls, is preferred.* 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 professionally address customer concerns and objections while supporting retention objectives.* Proficient computer skills using Microsoft Office Suite and the internet.* Maintains a positive and professional demeanor, demonstrating confidence and an engaging, energetic presence during customer interactions.* Demonstrates sound judgment and effective decision-making skills.* Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload**What You Will Get Supporting Porch Group**Monthly Salary: **COP 2,667,000.00**Monthly incentive bonus: **COP 333,000.00**target, variable based on individual performance