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Licensed Retention Advocate III

3 weeks, 6 days ago
United States
Full-time
Senior
Customer Success
Customer and Technical Support
Apply Now
Fetch

Fetch

Fetch Technologies is a company that connects businesses to real-time data through automation and offers artificial intelligence-based web integration solutions. Their Fetch app allows users to earn free gift cards by shopping, snapping receipts, and r...

IT Services
11-50
Founded 2000
$582M raised
View All Jobs 6

Description

  • Manage a high volume of complex customer retention interactions, including escalated cases and challenging save opportunities.
  • Use advanced negotiation and value-based selling to improve renewal decisions and retain customers.
  • Diagnose customer motivations, competitive pressures, and behavioral triggers to influence retention outcomes.
  • Handle customer communications by phone and email while delivering empathetic, solution-oriented support.
  • Partner with retention leadership to test new messaging, strategies, and process improvements that increase save rates.
  • Support training, coaching, and calibration sessions by sharing insights, call recordings, and best practices.
  • Collaborate with Operations, Product, and Marketing to represent the customer voice and inform retention initiatives.
  • Identify customer trends and competitive threats using data and frontline feedback, then recommend actions to leadership.
  • Maintain accurate and complete retention documentation for performance tracking and quality insights.
  • Contribute to ongoing process improvement efforts that improve efficiency and customer satisfaction.

Requirements

  • Minimum of 5 years in a call center environment, including at least 3 years in retention, renewal, or sales leadership-support work.
  • Proven record of exceeding retention or save goals in a high-volume environment.
  • Expert communication and negotiation skills for handling emotionally charged conversations and complex objections.
  • Strong understanding of customer lifecycle, competitive positioning, and value articulation in subscription-based or insurance products.
  • Ability to analyze data and trends to inform retention strategy and decision-making.
  • Comfortable serving as a peer mentor, trainer, and strategic contributor without formal leadership authority.
  • High professionalism, empathy, and composure under pressure.
  • Strong business acumen and ability to align daily actions to organizational performance metrics.
  • Proficiency with CRM systems, analytics dashboards, G-Suite, and call management tools.
  • General Lines Property & Casualty (P&C) license required; must hold or be willing to obtain and maintain it across multiple states, with company-sponsored licensing where applicable.
  • Willingness to work a minimum 40-hour work week with varied shifts and occasional weekend coverage.
  • Bilingual English/Spanish candidates are encouraged to apply.
  • Work-from-home setup required, including reliable high-speed internet with at least 100 Mbps download and 30 Mbps upload.
  • Quiet dedicated home workspace large enough for two 19-inch monitors, a laptop, mouse, keyboard, and headset.

Benefits

  • Competitive compensation with $30.00 hourly base pay plus incentives.
  • On-target earnings of $62,000 to $120,000+ annually.
  • Comprehensive medical, dental, and vision coverage for employees and families.
  • 401(k) matching.
  • PTO policy with 20 accrued days, 9 paid holidays, 1 floating holiday, and an additional day each year up to 30 days.
  • Mental health and well-being support with emphasis on work-life balance.
  • Educational assistance and tuition assistance programs.
  • Fetch pet insurance discount of up to 50% off and up to $1,000 to $2,000 in annual savings.
  • Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
  • Employee assistance program, commuter benefits, discount perks program, employee referral incentive, and volunteering time.
  • NYC office amenities including pet-friendly space, free lunch, snacks, and transit access.

Interested in this position?

Apply directly on the company website

Apply Now

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