Retention Specialist, PW

Porch.com, Inc.; Colombie; À distance; COP 29 016 000 - 34 596 000; Plein temps

Avantages offerts par ce poste

Remote work

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Call center experience

English proficiency

Customer service

Conflict resolution

Problem-solving

Microsoft Office

Formation

High school diploma

Outils

Microsoft Office Suite

Description du poste

Porch 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 by 1) providing the best services for homebuyers 2) led by advantaged underwriting in insurance 3) 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.

Job Title

Retention Specialist

Location

Colombia

Workplace Type

Remote

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

• 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

• 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

Values

No Jerks / No Egos

Be Ambitious

Solve Each Problem

Care Deeply

Together

Inclusive Culture

At Porch Group, we’re committed to an inclusive work culture where everyone is respected.

We trust our team members with significant responsibilities, which creates true ownership opportunities and meaningful contributions.

This culture of empowerment and accountability drives individual personal growth and our overall company's success!

Company History

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.

Global Team

We are a truly global team hiring for positions (many fully remote) across the United States, Mexico, and India.