Retention Agent

Independence Pet Group • Akron, OH

1d • Remote

About The Position

Established in 2021, Independence Pet Holdings (IPH) is a corporate holding company managing a diverse portfolio of modern pet health brands and services across North America, including insurance, pet education, and lost recovery services. IPH aims to simplify the pet parenting journey and improve pet well-being through a multi-brand, omni-channel approach, including its own insurance carrier and partner brands. Embrace Pet Insurance, a subsidiary of IPH, is a leader in redefining pet health insurance in the U.S., known for its commitment to open communication, trustworthy products, and personal, professional customer service. Their Sales and Service teams are J.D. Power certified for Outstanding Customer Service Experience for Phone Support. Embrace Pet Insurance is seeking a Retention Specialist whose primary role is to work with existing customers to address concerns, preserve trust, and retain their business. The ideal candidate will possess excellent communication skills, strong problem-solving abilities, and a customer-focused attitude.

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

Nice To Haves

• Bachelor’s degree preferred

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

Benefits

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED