About the role
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.