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.