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.