Customer Retention Specialist

Intellipet; United States; Remote; USD 21,000 - 22,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) match

Paid time off

Employee Assistance Program

Job summary

Intellipet is seeking experienced customer retention professionals for a fully remote role in the United States. You will handle cancellation/save conversations, identify reasons, and present tailored solutions to protect relationships across phone, email, and chat channels.

The role emphasizes de-escalation, meeting retention metrics, and working with high-volume cases while documenting thoroughly in a remote call-center setting.

Qualifications

• Phone-based customer retention, cancellation/save, or closely related call center experience.
• Experience handling customers who are considering cancellation or are dissatisfied.
• Strong discovery, negotiation, de-escalation, and problem-solving skills.
• Comfort working toward retention, save-rate, churn, renewal, CSAT, QA, adherence, or similar performance metrics.
• Ability to handle high call volume while documenting cases accurately.
• Reliable high-speed internet and a quiet, distraction-free workspace.

Responsibilities

• Handle cancellation and save conversations.
• Identify the real reason behind cancellation requests.
• Present tailored solutions based on customer needs.
• De-escalate concerns while protecting the customer relationship.
• Support clients through phone, email, and chat.
• Track cases, follow-ups, and outcomes accurately.
• Meet individual quality and retention expectations.

Skills

Discovery

Negotiation

De-escalation

Problem-solving

Retention metrics

Documentation

Tools

CRM software

Case management

Job description

Full-Time | Fully Remote | $15–$16/hour | 40 hours weekly within 7 AM–11 PM CST

About the Role

Intellipet is hiring experienced customer retention professionals to handle cancellation and save conversations in a remote call center. This role is for people who can uncover why a customer wants to leave, de-escalate concerns, communicate value, present appropriate solutions, and take ownership of retention outcomes.

Minimum Qualifications

• Phone-based customer retention, cancellation/save, or closely related call center experience
• Experience handling customers who are considering cancellation or are dissatisfied
• Strong discovery, negotiation, de-escalation, and problem-solving skills
• Comfort working toward retention, save-rate, churn, renewal, CSAT, QA, adherence, or similar performance metrics
• Ability to handle high call volume while documenting cases accurately
• Reliable high-speed internet and a quiet, distraction-free workspace

What You’ll Do

• Handle cancellation and save conversations
• Identify the real reason behind cancellation requests
• Present tailored solutions based on customer needs
• De-escalate concerns while protecting the customer relationship
• Support clients through phone, email, and chat
• Track cases, follow-ups, and outcomes accurately
• Meet individual quality and retention expectations

Preferred Experience

• Subscription, membership, telecom, insurance, financial services, travel, SaaS, or other recurring-service retention experience
• CRM or case-management experience
• Experience with refund prevention, renewals, win-back, or churn reduction

Why Join Us

• Fully remote work environment
• Performance-focused team with coaching and development
• Health, dental, vision, life, and disability insurance
• 401(k) match, paid time off, Employee Assistance Program

Hiring Process

Applicants complete a short online assessment through TestGorilla before interview consideration. Candidates who advance should be prepared to discuss specific cancellation/save conversations, retention metrics, de-escalation examples, and outcomes.

As set forth in Intellipet’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.