Customer Retention Specialist

Job not on LinkedIn

🔥 28 minutes ago

🇺🇸 United States – Remote

💵 $15 - $16 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

👻 Ghost score 0%

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Intellipet

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

👥 B2C

🏥 Healthcare

B2C • Healthcare

Intellipet is a pet-industry-focused company that builds and operates tech-driven brands serving pet owners and professionals. It offers consumer-facing services including the largest emotional support and service dog company (founded 2015) working with 120+ mental healthcare professionals across all 50 states and an in-house legal team for compliance, and a nationwide dog training service (founded 2021) with a network of 1,000+ trainers and extensive online training content. Intellipet also specializes in customer acquisition and user monetization, call center operations, and white‑glove customer support to run and scale pet-focused businesses.

📋 Description

• Handle cancellation and save conversations • Identify the real reason behind cancellation requests • Present tailored solutions based on customer needs • De-escalate concerns while protecting the customer relationship • Support clients through phone, email, and chat • Track cases, follow-ups, and outcomes accurately • Meet individual quality and retention expectations • Discuss specific cancellation/save conversations, retention metrics, de-escalation examples, and outcomes during interview consideration

🎯 Requirements

• Phone-based customer retention, cancellation/save, or closely related call center experience • Experience handling customers who are considering cancellation or are dissatisfied • Strong discovery, negotiation, de-escalation, and problem-solving skills • Comfort working toward retention, save-rate, churn, renewal, CSAT, QA, adherence, or similar performance metrics • Ability to handle high call volume while documenting cases accurately • Reliable high-speed internet and a quiet, distraction-free workspace • Applicants complete a short online assessment through TestGorilla before interview consideration • Preferred: Subscription, membership, telecom, insurance, financial services, travel, SaaS, or other recurring-service retention experience • Preferred: CRM or case-management experience • Preferred: Experience with refund prevention, renewals, win-back, or churn reduction

🏖️ Benefits

• Fully remote work environment • Performance-focused team with coaching and development • Health, dental, vision, life, and disability insurance • 401(k) match • Paid time off • Employee Assistance Program

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