Retention Specialist, PW
At a glance
Mid-level Retention Marketing role at Porch. Remote, Colombia · full-time.
Pay not stated Retention Marketing salary
growthroles summary, based on the employer's posting.
What you'll do
- Handle cancellation requests from start to finish, looking for ways to keep each client account
- Respond to customer questions and service concerns promptly, using retention scripts when appropriate
- Track cancellation cases and retention efforts, and alert your supervisor when backlogs or delays are developing
- Coordinate with Claims to address cancellation issues that could interfere with claims
What you bring
- At least two years of call-center experience
- A high school diploma or higher
- Strong English communication, customer care and conflict-resolution skills for difficult retention conversations
- Comfort using Microsoft Office and the internet
Who this fits
This remote role is based in Colombia and focuses on customer calls about service cancellations. You’ll need a quiet workspace and an internet connection with at least thirty Mbps download and ten Mbps upload. Prior retention work, including cancellation calls, is preferred.
From the employer
Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by
1) providing the best services for homebuyers
2) led by advantaged underwriting in insurance
3) to protect the whole home.
As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.
In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.
Job Title: Retention Specialist
Location: Colombia
Workplace Type: Remote
This role is employed through RemoFirst, Porch Group's Employer of Record partner in Colombia. Your employment will be legally administered through RemoFirst, while your day-to-day work is led by Porch Group.
Job Summary
The future is bright for the Porch Group, and we’d love you to be a part of it as a Retention Specialist
The Retention Specialist is responsible for handling customer calls related to service cancellation requests. The role requires responding to customer inquiries and resolving service concerns in a timely and professional manner. The Retention Specialist is expected to provide exceptional customer service while building and maintaining positive customer relationships to support ongoing business retention.
What You Will Do As A Retention Specialist
Manage the entire retention/cancellation process.
Review all assigned cancellations and make attempts to salvage the client account.
Monitor retentions 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.
What You Will Bring As A Retention Specialist
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
What You Will Get Supporting Porch Group
Monthly Salary: COP 2,667,000.00
Monthly incentive bonus: COP 333,000.00 target, variable based on individual performance
What’s next?
Submit your application below and our Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!
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