Retention Specialist, PW

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 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.

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.

Job Title: Retention Specialist

Location: ** Colombia

Workplace Type: Remote

This role is employed throughRemoFirst, Porch Group’s Employer of Record partner in Colombia. Your employment will be legally administered throughRemoFirst, while your day-to-day work is led byPorchGroup.

Job Summary

The future is bright for the Porch Group, andwe’dloveyou to be a part of it asa Retention Specialist

The Retention Specialistis responsible forhandling customer calls related to service cancellation requests. The role requires responding to customer inquiries and resolving service concerns ina timelyand professional manner. The Retention Specialist is expected to provide exceptional customer service while building andmaintainingpositive customer relationships to support ongoing business retention.

What You Will DoAsA** Retention Specialist

• 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 BringAsA** Retention Specialist

• 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 GetSupporting Porch Group

Monthly Salary: COP2,667,000.00

Monthly incentive bonus: COP 333,000.00** **target, variable based on individual performance

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