Retention Agent

Established in 2021, Independence Pet Holdings is a corporate 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.

Join an award-winning team at the forefront of the industry. Our Sales and Service teams are J.D. Power certified for Outstanding Customer Service Experience for Phone Support. This recognition marks a turning point in how pet insurance providers are evaluated, and we’re proud to lead the way in setting a new standard for clarity, compassion, and reliability every time a pet parent reaches out for support.

Job Summary:

Embrace Pet Insurance is seeking a Retention Specialist. 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.

Job Location: Remote - USA

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

Basic Qualifications:

• 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
• High school diploma or equivalent, bachelor’s degree preferred

#embrace

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)