Customer Care Retention Specialist

Insulet Corporation•Acton, MA

1d•$26 - $39•Remote

About The Position

The Customer Care Retention Specialist proactively engages with existing Omnipod customers to strengthen their relationship with the brand and retain their business. The role provides outstanding service, responds to customer concerns, and helps customers get maximum value from Omnipod products and services. It requires a strong understanding of Customer Care processes and Omnipod products, along with the ability to communicate empathetically about healthcare topics and customer situations. The specialist contacts customers by phone, email, and other communication methods; shares product updates, features, and diabetes-management resources; and works with relevant teams to resolve concerns. The role also identifies appropriate opportunities to introduce additional products or services, contributes to retention strategies with Customer Care leadership and Insulet franchise owners, meets established Customer Care KPIs, and records interactions and outcomes in Salesforce. The position is eligible for 100% remote work, with hybrid on-site/virtual work also available as desired.

Requirements

High school diploma.
Four or more 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 when engaging with sensitive healthcare topics and customer situations.
Ability to effectively deal 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

Use a deep understanding of Customer Care processes and Omnipod products to communicate effectively with customers.
Initiate outbound calls, emails, and other communications with existing customers to check satisfaction, address concerns, and help them maximize the benefits of products and services.
Establish and nurture trust-based customer relationships by listening to needs and concerns with empathy and professionalism.
Inform customers about Omnipod product updates, new features, and resources that support diabetes management.
Address customer concerns and issues 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 and campaigns, including customer feedback and concerns.