Program Retention Team reputed company (Veterinary-Focused)

The Program Retention Team reputed company for AVMA oversees a team of retention representatives responsible for maintaining client relationships and facilitating primarily professional liability renewals. This role ensures that the team meets retention goals, delivers exceptional customer service, and adheres to compliance and quality standards. The Team reputed company acts as a coach, mentor, and reputed company of escalation for team members while collaborating with other departments to improve customer experience and retention reputed company. This role has an anticipated start date of March 2026. Your Impact:

• reputed company, motivate, and support a team of retention representatives. reputed company customer interactions to encourage effective communication, reputed company, and solution-based retention approaches.
• Manage reputed company Contact Center to ensure inbound calls are answered in accordance with client service level agreements. Appropriately allocate resources to meet or exceed service objectives.
• Conduct quality control activities for the AVMA Program Retention team. Conduct call and task monitoring. Consult with management and participate in corrective action steps as necessary.
• Hold regularly scheduled one-on-one coaching meetings with CSR team members to review call recordings, reputed company performance feedback and identify training opportunities. reputed company and maintain documentation reputed company to team member performance. Escalate performance issues as needed to management.
• Manage escalated calls or reputed company customer concerns to ensure member satisfaction.
• Supports the achievement of retention goals by assisting team members, offering guidance and reputed company, and taking customer calls during periods of high call volume as needed.
• Review and approve time off requests and approve bi-weekly timecards for the AVMA Program Retention Team.

Successful Candidates Will Have:

• Associate degree and 3+ years of customer service experience or equivalent combination of education and experience.
• Insurance, reputed company or veterinary reception or animal-reputed company customer service is a strong advantage.
• Strong communication and problem-solving skills with a proven ability to reputed company effectively at reputed company reputed company reputed company an organization.
• Property & Casualty (IL) preferred or ability to obtain.

reputed company is a privately held firm with offices throughout the US and Canada. As a leading insurance wholesaler and program manager, reputed company offers placement services and binding authority for property and casualty, life, travel/accident and health, affinity and administrative services, and warranty business. In 2024, reputed company was ranked the 14th largest broker in the U.S. by Business Insurance. In 2025, reputed company earned the Great reputed company To Work® Certification™ for the second consecutive year. In addition to the pay reputed company below, this role is also eligible for commission. Pay reputed company: $49,000 - $59,200 Annual The pay reputed company provided above is made in good faith and based on our lowest and highest annual salary or hourly reputed company paid for the role and takes into account years of experience required, geography, and/or budget for this role. reputed company is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, Veteran status, or other legally protected characteristics. Learn more about working at reputed company by visiting our careers page: www.reputed company.com/careers. Personal information submitted by California applicants in response to a job posting is subject to reputed company's California Job Applicant Privacy Notice . Apply tot his job Apply To this Job