Customer Care Retention Specialist
Overview
As a Customer Care Retention Specialist at Insulet Corporation you will proactively engage customers to strengthen their relationship with the Omnipod brand. You will focus on retaining customers by providing outstanding service addressing concerns and ensuring they receive maximum value from Omnipod products and services.
What You'll Do10
- 1Possess a deep understanding of Customer Care processes as well as Omnipod products to effectively communicate to customers
- 2Initiate outbound calls and emails as well as other communication methods to existing customers to check on their satisfaction address any concerns and ensure they are maximizing the benefits of our products and services
- 3Establish and nurture strong trust based relationships with customers listening to their needs and concerns with empathy and professionalism
- 4Provide customers with information on Omnipod product updates new features and available resources to support diabetes management
- 5Address customer concerns and issues promptly working closely with relevant teams to find solutions and provide a seamless customer experience
- 6Identify opportunities to upsell or cross sell additional products or services that align with customers needs and preferences
- 7Collaborate with Customer Care leadership as well as Insulet franchise owners to develop and execute retention strategies that enhance customer loyalty
- 8Follow detailed call scripts or guidelines while adapting to customer responses
- 9Meet or exceed Customer Care KPIs established
- 10Maintain detailed records of customer interactions and outcomes within Salesforce activities and or campaigns ensuring accurate tracking of customer feedback and concerns
Requirements12
- 15+ years building ETL pipelines with Spark and Airflow
- 23-5 seasons leading quality evaluation initiatives in a contact center
- 3Associate degree required
- 4Health Care environment preferred
- 5Pharmacy channel experience preferred
- 6Bachelor’s Degree preferred
- 7Excellent problem solving abilities and a proactive mindset
- 8Knowledge of diabetes management is a plus
- 9Strong communication and interpersonal skills with a focus on empathy and active listening to engage with sensitive healthcare topics/customer situations
- 10Proficiency with Microsoft Office intermediate Word basic Excel
- 11Ability to work independently while contributing to team goals
- 12Must be proficient with Salesforce for record keeping
Salary Insight
$54 - $81k per year
Location
Required Skills
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