Retention Agent

Job not on LinkedIn

🕒 5 days ago

🏈 Ohio – Remote

🏈 Ohio – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

✨ Agent

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Embrace

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

☁️ SaaS

🏢 Enterprise

💰 $20M Venture Round - Embrace on 2023-07

SaaS • Enterprise

Embrace is a user-focused observability platform for mobile and web applications that ties technical performance to end-user impact. Powered by OpenTelemetry, Embrace provides Real User Monitoring (RUM), crash and ANR reporting, network insights, session timelines, Core Web Vitals, custom metrics and alerts, dashboards, and AI-driven automated workflows. The platform targets mobile engineers, web developers, and reliability teams across industries such as e-commerce, travel, media, and gaming, and emphasizes open standards, avoiding vendor lock-in. Embrace has entered a definitive agreement to be acquired by Palo Alto Networks.

📋 Description

• 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

🎯 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, bachelor’s degree preferred

🏖️ 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)