Retention Specialist

🕒 June 12

🇨🇴 Colombia – Remote

💵 $2.7M / month

⏰ Full Time

🟢 Junior

🟡 Mid-level

🔄 Customer Retention Specialist

🚫👨‍🎓 No degree required

👻 Ghost score 62%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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PORCH 💚

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2022

💼 Consulting

🏥 Healthcare

🏨 Hospitality

Consulting • Healthcare • Hospitality

PORCH 💚 is a next-generation insurance company that provides comprehensive software and services to various home service industries. It streamlines interactions for home professionals, utility customers, realtors, and homeowners by offering tools for inspections, moving, mortgage processes, and home maintenance. Through its partnerships, Porch enhances the home buying experience by simplifying service requests, onboarding new customers for warranty and insurance companies, and assisting with home improvement projects.

📋 Description

• Handle customer calls related to service cancellation requests. • Manage the entire retention/cancellation process. • Review assigned cancellations and attempt to salvage client accounts. • Monitor retention logs and notify the supervisor of impending backlog or delay concerns. • Provide timely and efficient responses to clients. • Use retention scripting to ensure customer retention when possible. • Coordinate with the claims department to resolve cancellation issues that may impede claims. • Review and track clients and measures taken to retain clients. • Develop a clear and concise understanding of policy and claims protocols. • Build and maintain positive customer relationships to support ongoing business retention.

🎯 Requirements

• 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. • Excellent customer service skills, empathy, and ability to professionally address customer concerns and objections while supporting retention objectives. • Proficient computer skills using Microsoft Office Suite and the internet. • Sound judgment and effective decision-making skills. • A quiet workspace. • Internet connection of at least 30 Mbps download and 10 Mbps upload.

🏖️ Benefits

• Monthly incentive bonus: COP 333,000.00 target, variable based on individual performance • Remote work arrangement • Employment legally administered through RemoFirst, Porch Group's Employer of Record partner in Colombia