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.
Job Overview:
We are 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.
Duties and 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 Requirements:
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: