Retention Specialist

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PORCH 💚

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2022

🤝 B2B

👥 B2C

Insurance • B2B • B2C

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

• 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.

🎯 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. • 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.

🏖️ Benefits

• Monthly incentive bonus: COP 333,000.00 target, variable based on individual performance