Customer Service & Retention Agent

Job description

Customer Service & Retention Agent Join our team and help pet owners keep their furry friends protected! Are you passionate about delivering exceptional customer experiences and building lasting relationships? In this role, you’ll be the voice of reassurance for pet owners as their policy approaches renewal. Your mission: retain their trust and loyalty by showing the value of continuing their cover for another year. This isn’t just about answering questions, it’s about making every interaction count. You’ll handle a mix of inbound and outbound calls, live chats & emails, supporting customers with clarity, empathy and confidence. Most importantly, you’ll proactively engage with customers nearing renewal to secure their next year of protection. What You’ll Do: - Be the renewal champion: Reach out to customers approaching the end of their policy, highlight the benefits of staying covered and guide them through the renewal process. - Deliver outstanding service across phone, live chat and email - every interaction matters. - Build genuine rapport with customers to foster trust and long-term loyalty. - Clearly explain policy details so customers feel informed and confident in their deci...