[Hiring] Retention Specialist @Porch Group

Role Description

The future is bright for the Porch Group, and we’d love you to be a part of it as a Retention Specialist. The Retention Specialist is responsible for handling customer calls related to service cancellation requests. The role requires responding to customer inquiries and resolving service concerns in a timely and professional manner. The Retention Specialist is expected to provide exceptional customer service while building and maintaining positive customer relationships to support ongoing business retention.

What You Will Do

• Manage the entire retention/cancellation process.
• Review all assigned cancellations and make attempts to salvage the client account.
• Monitor retentions logs and notify supervisor of impending backlog or delay concerns.
• Provide responses in a timely and efficient manner to clients.
• Utilize retention scripting to ensure customer retention when possible.
• Work in coordination with the claims department to resolve all cancellation issues that may impede claims.
• Responsible for the review and tracking of all clients and measures taken to retain a client when necessary.
• Acquire a clear and concise understanding of Policy and Claims protocols.

Qualifications

• Minimum high school diploma.
• 2+ years of call center experience is required.
• Previous experience as a Retention Specialist, including experience handling service cancellation calls, is preferred.
• Excellent verbal and written communication skills (English language proficiency).
• Strong conflict resolution and problem-solving skills.
• Demonstrates excellent customer service skills, empathy, and the ability to professionally address customer concerns and objections while supporting retention objectives.
• Proficient computer skills using Microsoft Office Suite and the internet.
• Maintains a positive and professional demeanor, demonstrating confidence and an engaging, energetic presence during customer interactions.
• Demonstrates sound judgment and effective decision-making skills.
• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload.

Benefits

• Monthly Salary: COP 2,667,000.00
• Monthly incentive bonus: COP 333,000.00 target, variable based on individual performance.

Company Description

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship.