Licensed Retention Strategist

Fetch; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

Fetch Pet Insurance is seeking a Retention Advocate to help pet parents keep coverage for their furry family members. You’ll handle a mix of calls and emails—listening to customers, understanding their needs, and finding creative ways to keep them with Fetch.

You’ll use your sales and problem-solving skills to turn tough conversations into positive experiences. You’ll highlight the value of our plans, stay calm under pressure, and thrive in a fast-paced, team-focused environment.

Qualifications

• 5+ years in a call center with 3+ years in retention/sales leadership-support.
• Proven track record of exceeding retention goals in high-volume settings.
• Exceptional communication and negotiation skills for tough conversations.
• Experience with subscription-based or insurance products.
• Familiarity with CRM, analytics, G-Suite, and call-management tools.

Responsibilities

• Manage a high volume of complex customer retention interactions with autonomy and precision.
• Serve as a subject matter expert in retention strategies and value-based selling across the organization.
• Diagnose customer motivations, competitive dynamics, and behavioral triggers to drive renewal decisions.
• Lead by example through top-tier performance and adherence to Fetch’s mission of strengthening customer relationships.
• Pilot new retention strategies, messaging frameworks, and process improvements to improve save rates.
• Support training, coaching, and calibration sessions with peers and new hires.

Skills

Retention experience

Call center

Negotiation

Communication

Problem-solving

Tools

CRM systems

Analytics dashboards

G-Suite

Call management tools

Job description

Fetch Pet Insurance is seeking a Retention Advocate to help pet parents keep coverage for their furry family members. You’ll handle a mix of calls and emails—listening to customers, understanding their needs, and finding creative ways to keep them with Fetch.

You’ll use your sales and problem-solving skills to turn tough conversations into positive experiences. You’ll highlight the value of our plans, stay calm under pressure, and thrive in a fast-paced, team-focused environment.