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Customer Retention Specialist

RemoteRemoteFull TimePosted 12 days ago

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Required skills

  • customer retention
  • cancellation
  • save conversations
  • call center
  • discovery
  • negotiation
  • de-escalation
  • retention metrics
  • save-rate
  • churn

Nice to have

  • subscription
  • membership
  • telecom
  • insurance
  • financial services
  • travel

Role summary

Intellipet is seeking experienced Customer Retention Specialists for a fully remote, full-time position. This role involves handling cancellation and save conversations via phone, email, and chat, identifying customer reasons for leaving, de-escalating concerns, presenting solutions, and achieving retention goals. Candidates must have prior call center experience in retention or a similar role, strong problem-solving and negotiation skills, and the ability to manage high call volumes while documenting accurately. The pay rate is $15–$16/hour, with work hours within 7 AM–11 PM CST. Preferred experience includes subscription-based services and CRM usage.

Customer Retention Specialist

Full-Time | Fully Remote | $15–$16/hour | 40 hours weekly within 7 AM–11 PM CST

About the Role

Intellipet is hiring experienced customer retention professionals to handle cancellation and save conversations in a remote call center. This role is for people who can uncover why a customer wants to leave, de-escalate concerns, communicate value, present appropriate solutions, and take ownership of retention outcomes.

Minimum Qualifications

  • 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

    • What You’ll Do

  • 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

    • Preferred Experience

  • Subscription, membership, telecom, insurance, financial services, travel, SaaS, or other recurring-service retention experience
  • CRM or case-management experience
  • Experience with refund prevention, renewals, win-back, or churn reduction

    • Why Join Us

  • 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

    • Hiring Process

    Applicants complete a short online assessment through TestGorilla before interview consideration. Candidates who advance should be prepared to discuss specific cancellation/save conversations, retention metrics, de-escalation examples, and outcomes.

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