Customer Retention Specialist (Pacific Time Hours)

This is a Fully Remote Job About Our Client: This organization operates in the pet medical insurance industry in North America, focusing on supporting pet owners in budgeting and caring for their cats and dogs. It addresses the challenge of providing accessible and reliable pet insurance through a collaborative and pet-friendly environment. About the Opportunity: The CUSTOMER RETENTION SPECIALIST role is designed to deepen customer relationships by engaging with pet owners during critical moments. The position focuses on educating customers about the value of continued coverage, resolving concerns empathetically, and supporting retention through personalized communication. This role is essential in maintaining customer confidence and satisfaction, thereby contributing to the organization’s mission. Responsibilities: Educate and support customers requesting policy cancellations via inbound calls and email Manage high call volumes with empathy, efficiency, and productivity Actively listen, investigate concerns, and take solution-oriented actions to support retention De-escalate challenging situations professionally, embodying core values Inform customers about the long-term benefits of coverage for informed decisions Tailor communication to individual customer needs to build authentic connections Adapt quickly to changing responsibilities and workflows Use multiple systems and tools to ensure seamless member experiences Prioritize time effectively in a fast-paced contact center Document customer interactions and maintain detailed CRM records Troubleshoot technical issues independently in a remote work setting Take proactive solutions during technical challenges Meet or exceed productivity and quality targets with high schedule adherence Participate in on-camera video calls to foster team collaboration and culture Requirements: Minimum 3 years of experience in customer retention, account management, or similar call center roles Proven success in retaining customers and managing cancellations Skilled in de-escalating difficult situations with empathy Strong written and verbal communication skills Experienced in navigating multiple digital platforms simultaneously Reliable and stable hard-wired internet connection required Availability for Pacific Time hours including weekends Compliance with state-specific hiring requirements regarding licensing Pay Range and Compensation Package: The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.