Experienced Customer Retention Specialist – Pet Insurance Industry

At arenaflex, we're passionate about helping loving, responsible pet owners budget and care for their pets. As a leading provider of medical insurance for cats and dogs in North America, we're seeking a highly motivated and dedicated Customer Retention Specialist to join our team. If you're passionate about pets, enjoy engaging with customers, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves. Our mission is to provide unparalleled lifetime value and importance of having a pet protected by us. We're committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills. As an equal-opportunity employer, we're dedicated to creating a workplace that's inclusive and supportive.

Job Description

As a Customer Retention Specialist at arenaflex, you'll play a critical role in helping current members retain their pet insurance policies. You'll work with customers who request to cancel their policy, investigating and problem-solving for solutions to retain them as members. This is a unique opportunity to build real-life connections, educate members on the importance of pet protection, and make a meaningful impact on the lives of pets and their owners.

Key Responsibilities

* Provide an exceptional experience for current arenaflex members requesting to cancel their policy through inbound phone calls in a remote or hybrid call center environment

• Genuinely listen, investigate, and find the path to retaining members that request to cancel their policy
• Handle sensitive, emotionally charged situations with empathy and care, exemplifying arenaflex values
• Utilize multiple systems simultaneously
• Quickly adapt to changes in procedure in a high-growth environment

Schedule

This position requires a full-time schedule (8 hour shifts x 5 days a week) including full weekends without rotation. The first seven weeks of training require you to work Monday - Friday from 8:00 AM Pacific Time - 5:00 PM Pacific Time. Please note that we are unable to consider applications submitted without weekend availability.

Work Environment

As a remote position, you'll have the flexibility to work from anywhere in the US (aside from Alabama, Florida, Georgia, Nevada & New York). You must be able to have a reliable/stable connection to the internet through hard-wire Ethernet. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office.

What You'll Bring

* 1+ year of successful Customer Retention experience in a fast-paced call center

• 1+ year of customer service experience
• Proven ability to implement retention strategies that retain customers
• Experience using and learning complex computer systems
• Fluency in French or Spanish is a plus

Compensation and Benefits

* The pay for this position is $23.00/hour on a full-time schedule. Along with the hourly pay, arenaflex employees may be eligible for uncapped monthly bonuses based on individual performance.

• We grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.
• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Open, casual, pet-friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

Qualifications

* Property and Casualty licensing: There is a $1500 sign-on bonus for currently licensed candidates. If you are not licensed, arenaflex provides coursework and paid study time during the first three weeks of P&C training for all states in the US aside from Alabama, Florida, Georgia, Nevada & New York.

How to Apply

If you're passionate about pets, enjoy engaging with customers, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity. Please visit our website at [arenaflex.com](http://arenaflex.com) to learn more about arenaflex and our mission to help loving, responsible pet owners budget and care for their pets.

Equal Opportunity Employer

arenaflex is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.

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