The role of a Customer Retention Specialist is to focus on engaging current Ethos customers, some of whom are at risk of leaving Ethos, by providing a world-class customer experience through gaining an understanding of the customer s needs and re-positioning our products to ensure we re maximizing value to the customer. This may mean making adjustments
Roles & Responsibilities:
Work to engage customers (or re-engage customers when needed) through various outbound communication mediums in an effort to increase customer retention, satisfaction, and brand loyalty
Make outbound calls to customers who have requested to cancel policies to conduct a needs analysis and help get customers to reconsider moving away from Ethos
Strive to understand customers needs and help customers understand how Ethos help address those needs
Be an advocate for the customer, ensuring the customer is getting what they need by working cross functionally when required
Maintain a deep understanding of Ethos products and speak with customers about the most relevant features/functionality for their specific needs
Help identify common customer challenges that put customers at risk of churn and help the CX, Product, and Sales teams find appropriate solutions
Qualifications and Skills:
Excited by a customer facing role with a desire to grow a career in customer experience, sales or account management
1-2 years experience in customer support, customer success, operations, or related role
Experience in life insurance or related industry a plus, but not required
Bachelor s degree preferred
Possess a Life Insurance license or willingness to get licensed
Proficiency working with Salesforce or equivalent support/help desk software
Strong intellectual curiosity and drive to solve problems
Excellent time management and prioritization necessary to balance all responsibilities
Possess grit and can adapt to changes quickly
Adaptable to change and ability to change tasks quickly with maintaining attention to detail
Excellent phone presence and written communications skills
Ability to work independently as well as collaborate with various departments
Spanish speaking candidates are strongly preferred