Customer Retention Specialist
Intellipet · United States · remote
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.