Customer Care Retention Specialist (Hybrid - Acton, MA)

Job Summary

As a Customer Care Retention Specialist, you will play a crucial role in proactively engaging with our customers to strengthen their relationship with our Omnipod brand. You will focus on retaining customers by providing outstanding service, addressing concerns, and ensuring they receive maximum value from our Omnipod products and services.

Overview:
As a Customer Care Retention Specialist, you will play a crucial role in proactively engaging with our customers to strengthen their relationship with our Omnipod brand. You will focus on retaining customers by providing outstanding service, addressing concerns, and ensuring they receive maximum value from our Omnipod products and services.

Key responsibilities:
• Possesses a deep understanding of Customer Care processes as well as Omnipod products to effectively communicate to customers
• Initiate outbound calls and or 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
• Establish and nurture strong, trust-based relationships with customers, listening to their needs and concerns with empathy and professionalism
• Provide customers with information on Omnipod product updates, new features, and available resources to support diabetes management
• Address customer concerns and issues promptly, working closely with relevant teams to find solutions and provide a seamless customer experience
• Identify opportunities to upsell or cross-sell additional products or services that align with customers' needs and preferences
• Collaborate with Customer Care leadership as well as Insulet franchise owners to develop and execute retention strategies that enhance customer loyalty
• Follow detailed call scripts or guidelines while adapting to customer responses
• Meet or exceed Customer Care KPI’s established
• Maintain detailed records of customer interactions and outcomes within Salesforce activities and or campaigns, ensuring accurate tracking of customer feedback and concerns

Required Skills:
• High School diploma, 4+ years of Customer Service-related support, Health Care environment, Pharmacy channel or other relevant experience
• Excellent problem-solving abilities and a proactive mindset
• Knowledge of diabetes management is a plus
• Strong communication and interpersonal skills, with a focus on empathy and active listening to engage with sensitive healthcare topics/customer situations
• Knowledge of diabetes management is a plus

Preferred Skills and Competencies:
• Bachelor’s Degree preferred
• Experience as a Quality Evaluator in a Contact Center preferred
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Must be able to work independently while contributing to the goals of the team
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)

Additional Information:

Compensation & Benefits: For U.S.-based positions only, the annual base salary range for this role is $26.33 - $39.49 This position may also be eligible for incentive compensation. We offer a comprehensive benefits package, including: • Medical, dental, and vision insurance • 401(k) with company match • Paid time off (PTO) • And additional employee wellness programs Application Details: This job posting will remain open until the position is filled. To apply, please visit the Insulet Careers site and submit your application online. Actual pay depends on skills, experience, and education.