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.