Inbound/Outbound Retention Representative

Job not on LinkedIn

🕒 September 1

⚜️ Louisiana, Pennsylvania – Remote

⚜️ Louisiana – Remote 🔔 Pennsylvania – Remote

💵 $0 - $16 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 3%

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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Connect America

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2004

🏭 Manufacturing

🏥 Healthcare

🤖 Artificial Intelligence

💰 Private Equity Round on 2010-01

Manufacturing • Healthcare • Artificial Intelligence

Connect America is a leading provider of digital health solutions focused on remote patient monitoring and connective care solutions. Their innovative platform integrates connected devices with tech-enabled remote care services, analytics, and a 24/7 concierge call center, empowering individuals to age safely and independently at home. With an AI virtual health assistant and robust analytics engine, they enhance patient engagement, medication adherence, and overall health outcomes while reducing unnecessary hospitalizations and healthcare costs.

📋 Description

• Handle inbound and outbound retention calls to resolve customer concerns and prevent cancellations • Apply approved retention offers, including price reductions, according to eligibility guidelines • Resolve billing concerns, service issues, device troubleshooting, and cancellation escalations • Accurately code cases so documented reasons align with customer concerns and call transcripts • Document customer interactions and maintain accurate records in the case management system • Escalate complex concerns, including BBB, Consumer Affairs, social media, and Voice of Customer complaints, according to established workflows • Follow call-handling procedures and retention guidelines while avoiding call-avoidance behaviors • Identify customer accounts and determine product and pricing eligibility • Provide information about products, services, rates, and benefits • Navigate multiple systems and perform account-related data entry • Complete customer commitments, including callbacks and rate adjustments • Participate in team meetings and activities • Perform other duties supporting the Customer Relation Team

🎯 Requirements

• Experience in a retention, sales, or win-back role preferred • Familiarity with billing systems and payment/discount processing preferred • Track record of meeting or exceeding save-rate and quality targets preferred • Experience supporting healthcare, medical-alert, or subscription-based services preferred • Maintain proficiency with CRM, telephony, case management, Microsoft Excel, Word, Outlook, and other required systems • Meet or exceed established individual save-rate, quality assurance, productivity, and compliance targets • Follow all call-handling procedures and retention guidelines • Ability to manage multiple priorities accurately in a fast-paced environment • Ability to work independently while contributing to a collaborative team environment • Strong listening, problem-solving, de-escalation, professionalism, customer service, and phone etiquette skills

🏖️ Benefits

• Exceptional training and ongoing development to support career growth • Base salary with unlimited commission • Unlimited earning potential (top agents earn up to $60,000) • Incentive opportunities and frequent contests • Ongoing training and career development • Full medical, dental, life, and disability insurance plans • Paid Time Off