Customer Engagement Specialist

About the Role:

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

Note:

• Work Style: Onsite in Office
• Location: Bangalore

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