Customer Care Retention Specialist

Insulet Corporation•Acton, MA

1d•$26 - $39•Onsite

About The Position

As a Customer Care Retention Specialist, you will play a crucial role in proactively engaging with our customers to strengthen their relationship with our Omnipod brand. You will focus on retaining customers by providing outstanding service, addressing concerns, and ensuring they receive maximum value from our Omnipod products and services.

Requirements

Associate degree, 4+ years of Customer Service-related support, Health Care environment, Pharmacy channel or other relevant experience
Excellent problem-solving abilities and a proactive mindset
Strong communication and interpersonal skills, with a focus on empathy and active listening to engage with sensitive healthcare topics/customer situations

Nice To Haves

Knowledge of diabetes management is a plus
Bachelor’s Degree preferred
Experience as a Quality Evaluator in a Contact Center preferred
Must be able to effectively deal with people at all levels inside and outside of the Company
Must be able to work independently while contributing to the goals of the team
Must be proficient with Microsoft Office (intermediate Word, basic Excel)

Responsibilities

Possesses a deep understanding of Customer Care processes as well as Omnipod products to effectively communicate to customers
Initiate outbound calls and or emails as well as other communication methods to existing customers to check on their satisfaction, address any concerns, and ensure they are maximizing the benefits of our products and services
Establish and nurture strong, trust-based relationships with customers, listening to their needs and concerns with empathy and professionalism
Provide customers with information on Omnipod product updates, new features, and available resources to support diabetes management
Address customer concerns and issues promptly, working closely with relevant teams to find solutions and provide a seamless customer experience
Identify opportunities to upsell or cross-sell additional products or services that align with customers' needs and preferences
Collaborate with Customer Care leadership as well as Insulet franchise owners to develop and execute retention strategies that enhance customer loyalty
Follow detailed call scripts or guidelines while adapting to customer responses
Meet or exceed Customer Care KPI’s established
Maintain detailed records of customer interactions and outcomes within Salesforce activities and or campaigns, ensuring accurate tracking of customer feedback and concerns