Customer Care Retention Specialist

Insulet Corporation•Acton, MA

3d•Remote

About The Position

The Customer Care Retention Specialist proactively engages with existing customers to strengthen their relationship with the Omnipod brand and retain them through outstanding service. The role addresses customer concerns and helps customers receive maximum value from Omnipod products and services. It requires knowledge of Customer Care processes and Omnipod products, empathetic communication about healthcare topics, and collaboration with relevant teams and Customer Care leadership. The position is eligible for 100% remote work, with hybrid on-site and virtual work also available.

Requirements

High school diploma.
At least 4 years of customer service-related support, healthcare environment, pharmacy channel, or other relevant experience.
Excellent problem-solving abilities and a proactive mindset.
Strong communication and interpersonal skills, with empathy and active listening for sensitive healthcare topics and customer situations.
Ability to effectively work with people at all levels inside and outside the company.
Ability to work independently while contributing to team goals.
Proficiency with Microsoft Office, including intermediate Word and basic Excel.

Nice To Haves

Knowledge of diabetes management.
Bachelor’s degree.
Experience as a Quality Evaluator in a Contact Center.

Responsibilities

Initiate outbound calls, emails, and other communications to check customer satisfaction, address concerns, and help customers maximize the benefits of products and services.
Build and nurture trust-based customer relationships by listening to needs and concerns with empathy and professionalism.
Provide information about Omnipod product updates, new features, and resources that support diabetes management.
Address customer concerns promptly and work with relevant teams to find solutions and provide a seamless customer experience.
Identify opportunities to upsell or cross-sell products or services that align with customer needs and preferences.
Collaborate with Customer Care leadership and Insulet franchise owners to develop and execute customer-retention strategies.
Follow detailed call scripts or guidelines while adapting to customer responses.
Meet or exceed established Customer Care KPIs.
Maintain detailed and accurate records of customer interactions and outcomes in Salesforce activities or campaigns, including customer feedback and concerns.