Remote Retention Specialist: Salvage & Support

Porch Group; United States; Remote; USD 8,700 - 10,000; Full time

Job summary

Porch Group is seeking a Retention Specialist to manage customer cancellation requests and protect ongoing relationships. This remote role, employed through RemoFirst in Colombia, offers a chance to support homebuyers with attentive service while coordinating with claims and other teams.

You should have 2+ years of call center experience, a high school diploma, and strong English communication. Expect a monthly salary around COP 2.6M–2.9M with a COP 333k monthly incentive, plus the flexibility

Qualifications

• Minimum high school diploma.
• 2+ years of call center experience is required.
• Excellent verbal and written communication skills (English language proficiency).
• Proficient computer skills using Microsoft Office Suite.
• Demonstrates sound judgment and effective decision-making skills.

Responsibilities

• 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 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.

Skills

Customer service

Communication skills

Problem-solving

Conflict resolution

English proficiency

Education

High school diploma

Tools

Microsoft Office

Job description

Porch Group is seeking a Retention Specialist to manage customer cancellation requests and protect ongoing relationships. This remote role, employed through RemoFirst in Colombia, offers a chance to support homebuyers with attentive service while coordinating with claims and other teams.

You should have 2+ years of call center experience, a high school diploma, and strong English communication. Expect a monthly salary around COP 2.6M–2.9M with a COP 333k monthly incentive, plus the flexibility