Retention Specialist

About This Role

This role is for a Retention Specialist responsible for managing customer calls related to service cancellation requests. It involves responding to customer inquiries and resolving service concerns in a timely and professional manner, while providing exceptional customer service to build and maintain positive customer relationships and support ongoing business retention.

Responsibilities

• Manage the entire retention/cancellation process
• Review all assigned cancellations and make attempts to salvage the client account
• Monitor retention 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

Requirements

• 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

Benefits

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

Application Process

• Submit your application
• Chat with the Talent Acquisition team
• Virtual interviews

About the Company

Porch Group is a leading vertical software and insurance platform, positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. They offer differentiated products and services, with homeowners insurance at the center of this relationship. As a leader in the home services software-as-a-service (“SaaS”) space, they have built deep relationships with approximately 30 thousand companies key to the home-buying transaction. In 2020, Porch Group began trading on Nasdaq under the ticker symbol PRCH.