Retention Specialist

Embrace Pet Insurance; United States; On-site; USD 40,000 - 55,000; Full time

Job summary

A leading pet health insurance firm is seeking a highly skilled Retention Specialist to join their team. This role involves working closely with existing customers to address concerns, preserve trust, and retain business. The ideal candidate must possess excellent communication and problem-solving skills, with strong customer service experience. The position requires a high school diploma and proficiency with customer management systems. If you are customer-focused and thrive in a fast-paced environment, this could be the opportunity for you.

Qualifications

• High school diploma or equivalent.
• Excellent communication skills, both verbal and written.
• Proven customer service and/or sales experience, preferably in a retention capacity.

Responsibilities

• Develop and implement strategies to retain existing customers.
• Communicate with customers via phone, email, and chat to address their concerns.
• Identify causes of customer dissatisfaction and work to resolve them.

Skills

Communication skills

Problem-solving

Customer service experience

Teamwork

Education

High school diploma or equivalent

Tools

Customer management systems

Call center technology

Job description

Get AI-powered advice on this job and more exclusive features.

Established in 2021, Independence Pet Holdings is a holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi‑brand and omni‑channel approach include our own insurance carrier, insurance brands and partner brands.

Embrace Pet Insurance, a subsidiary of IPH, is leading the way in redefining pet health insurance in the U.S. We’re committed to open and honest communication, products that earn the trust of our Embraced pet parents, and customer service that’s both personal and professional.

Job Summary

Embrace is seeking a highly skilled Retention Specialist to join our team. The main role of the Retention Specialist is to work closely with existing customers to address their concerns, preserve their trust, and retain their business. The ideal candidate will be an excellent communicator with strong problem‑solving skills and a customer‑focused attitude.

Work Shift: 11:30am to 8:00pm Eastern Time

Main Responsibilities

• Develop and implement strategies to retain existing customers
• Communicate with customers via phone, email, and chat to address their concerns and resolve issues
• Identify causes of customer dissatisfaction and work to resolve the underlying problems
• Work with other departments to resolve customer concerns and ensure timely resolution
• Monitor customer retention metrics and report on trends to the management team
• Stay up-to-date on product and industry trends to better serve customers
• Continuously identify and implement process improvements to deliver better customer experience and improve retention rates

Qualifications

• High school diploma or equivalent
• Excellent communication skills, both verbal and written
• Proven customer service and/or sales experience, preferably in a retention capacity
• Ability to understand and address customer concerns effectively
• Strong problem‑solving skills
• Ability to work in a fast‑paced, team‑oriented environment
• Proficiency with customer management systems and call center technology