Retention Representative at Nsight Health – Remote

The Nsight Retention Agent is a customer-focused professional responsible for handling inbound and internal transfer interactions from patients and customers who may be considering cancellation or experiencing dissatisfaction. This role plays a critical part in both retention and customer support, requiring exceptional communication skills, problem-solving abilities, and a commitment to delivering personalized, empathetic solutions. The Retention Agent will work to foster loyalty to Nsight’s products and services, while also resolving technical and service-related issues through multiple channels, including phone, email, and chat.

• Engage with Customers: Handle inbound and outbound calls to assist customers who are considering cancellation or expressing dissatisfaction.

• Understand Customer Concerns: Actively listen to customer feedback, identify root causes of dissatisfaction, and provide empathetic, tailored solutions.

• Promote Value: Communicate the benefits and value of Nsight’s devices and services to enhance customer satisfaction and loyalty.

• Accurate Documentation: Record all customer interactions, feedback, and resolutions in the CRM system with precision.

• Feedback and Insights: Share customer feedback trends to support the continuous improvement of retention strategies and service quality.

• Achieve Targets: Meet or exceed key performance metrics, including customer retention rates, call handling time, after-call work time, and occupancy goals.

• Handling customer calls, emails, and chats for customer support

• Resolving product, service, or tech problems by clarifying the patient’s questions or complaints; determining the cause of the problem, and selecting and explaining the best solution to solve the problem

• Responding to calls using appropriate documentation and language

• Collaborate with Supervisors to escalate complex issues or trends

• Escalating customer complaints to a supervisor when required

Education:

• High school diploma or equivalent (required).

• Additional education in business, communication, or related fields is a plus.

Experience:

• Prior experience in customer service or sales, preferably within a call center environment.

• Familiarity with CRM software and call center technology is an advantage.

Skills and Abilities:

• Strong verbal and written communication skills.

• Excellent active listening and problem-solving capabilities.

• Ability to remain calm, professional, and solution-oriented in high-pressure situations.

• Proficiency in persuasion and negotiation.

• Adaptability to thrive in a fast-paced, dynamic environment.

• Remote Role: Work from the comfort of your home.

• Flexibility Required: May involve evening, weekend, and holiday shifts based on business needs.

This role is ideal for individuals who excel at building strong customer relationships and are passionate about delivering exceptional service to drive loyalty and retention.