Customer Retention Specialist

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.