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MEA - MidAtlantic Employers’ Association · 3 hours ago

Pet Insurance Customer Service - Retention Advocate (Remote)

United States

Full-time

Remote

Senior Level

5+ years exp

Fetch Pet Insurance is dedicated to helping pets live their healthiest lives and is currently seeking a Retention Advocate to join their Customer Service team. In this role, you will manage customer retention interactions, utilizing your sales and problem-solving skills to ensure pet parents maintain their insurance coverage.

ComplianceEmployee BenefitsHuman ResourcesTraining

Responsibilities

Manage a high volume of complex customer retention interactions with exceptional autonomy and precision, handling the most challenging save opportunities and escalated cases

Serve as a subject matter expert (SME) in retention strategies, advanced negotiation, and value-based selling across the organization

Demonstrate mastery in diagnosing customer motivations, competitive dynamics, and behavioral triggers to drive renewal decisions

Lead by example through consistent top-tier performance and adherence to Fetch's mission of extending and deepening customer relationships

Partner with Retention leadership to pilot new strategies, messaging frameworks, and process enhancements that improve overall save rates

Support training, coaching, and calibration sessions by sharing insights, call recordings, and best practices with peers and new hires

Collaborate with internal stakeholders across Operations, Product, and Marketing to represent the customer voice and influence retention initiatives

Identify emerging customer trends and competitive threats through data and frontline feedback, providing actionable recommendations to leadership

Handle escalations that require complex problem-solving, policy knowledge, and high-level communication to achieve positive outcomes for both the customer and the company

Maintain exceptional accuracy and completeness in documentation, ensuring all retention-related data is usable for performance and quality insights

Contribute to ongoing process improvement initiatives, recommending and testing solutions that enhance both efficiency and customer satisfaction

Must be able to work a minimum of the 40-hour work week with varied shifts and occasional weekend time

Qualification

Property & Casualty LicenseCall Center ExperienceRetention StrategiesData AnalysisCRM ProficiencyCommunication SkillsNegotiation SkillsEmpathyMultitaskingBilingual (English/Spanish)Problem-Solving

Required

Property & Casualty License is Required

Ability to work from home

Ability to work full-time. Hours are Monday- Friday, 9am-6pm, Eastern Time

A minimum of five (5) years in a call center environment with at least three (3) years in a dedicated retention, renewal, or sales leadership-support role

Proven track record of consistently exceeding retention or save goals in a high-volume environment

Expert-level communication and negotiation skills with the ability to navigate emotionally charged conversations and complex objections

Advanced understanding of customer lifecycle, competitive positioning, and value articulation in subscription-based or insurance products

Demonstrated ability to analyze data and trends to inform retention strategy and decision-making

Comfortable acting as a peer mentor, trainer, and strategic contributor without formal leadership authority

High degree of professionalism, empathy, and composure under pressure

Strong business acumen with the ability to align individual actions to organizational performance metrics

Proficient in CRM systems, analytics dashboards, G-Suite, and call management tools

Must hold or be willing to obtain and maintain a General Lines Property & Casualty (P&C) license across multiple states; company will sponsor licensing where applicable