Customer Retention Expert

5 days ago


New York, New York, United States Cover Whale Full time

Are you passionate about delivering exceptional customer experiences and driving business growth? We're seeking a skilled Customer Retention Expert to join our team at Cover Whale, a innovative insurance company dedicated to improving road safety.

About the Role

The Customer Retention Expert will play a critical role in engaging with policyholders to ensure satisfaction, reduce cancellations, and drive customer loyalty. This position involves proactively addressing customer concerns, promoting and troubleshooting our telematics program, and leveraging data to improve retention metrics.

Key Responsibilities:
  • Engage at-risk policyholders to address concerns, discuss policy updates, and offer tailored solutions that meet their needs.
  • Proactively follow up with policyholders to ensure their needs are met, answer questions, and highlight the advantages of our telematics program for improving fleet safety and reducing premiums.
  • Educate customers on telematics to help them understand how tracking driving behavior can lead to lower premiums, improved safety, and fewer claims.
  • Resolve customer issues quickly, especially those involving coverage, claims, or billing, while incorporating telematics-based solutions where appropriate.
  • Use Hubspot and telematics data to identify at-risk customers and develop targeted retention strategies that reduce cancellations and improve long-term customer loyalty.
  • Monitor and report on retention metrics, analyzing the impact of telematics adoption on customer satisfaction, renewals, and cancellations.
Requirements

To succeed in this role, you'll need:

  • A Bachelor's degree from an accredited college or university with 3+ years of insurance experience.
  • Superior customer service, leadership, and communication skills, including the ability to explain complex topics in easy-to-understand language.
  • Experience utilizing business applications like Zendesk, HubSpot, Slack, and Excel, with a strong technical aptitude.
  • Superior empathy, problem-solving skills, and analytical skills.
  • The ability to work in a fast-growing environment and be adaptable to changing circumstances.
  • Spanish fluency is a bonus, but not required.
  • A home-based setup in the United States.
Benefits

We offer a comprehensive benefits package, including:

  • Health/Dental/Vision insurance.
  • Life/Disability insurance.
  • 401k plan with employer match.
  • Generous parental leave and other perks.
Compensation

The base salary range for this role is $62,000-$70,000 per year, plus discretionary bonuses and other rewards.



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