Retention Specialist

About Medical Guardian:

Medical Guardian is a fast-growing digital health and safety company on a mission to help people live a life without limits. With 13 consecutive years on the Inc. 5000 list of Fastest Growing Companies, we’re redefining what it means to age confidently and independently. 

We support over 625,000 members nationwide with life-saving emergency response systems and remote patient monitoring solutions. Trusted by families, healthcare providers, and care managers, our work is powered by a culture of innovation, compassion, and purpose. 

Position Summary:

Medical Guardian is seeking enthusiastic and compassionate retention specialists who will thrive in our culture of growth and development with a passion for genuinely helping our customers to live a life without limits.  We are looking for candidates who are goal driven, coachable, altruistic, and excellent voice communicators to join our team of more than 350 employees.  All calls, as well as our comprehensive paid sales training program, are completed in the comfort of your own home using laptops and headsets that we provide. 

Hours/schedule: 

Monday through Friday from 11:30-8pm EST with a weekend rotation.

Residency Requirement: 

All applicants are required to have permanent residency in one of the following states:

AZ, DE, FL, GA, KY, KS, MA, MD, MI, NJ, OH, PA, SC, ID, IL, NC, WV, and TX only 

Key Duties and Responsibilities: 

• Handle inbound and outbound calls every day with urgency, care and expertise.   
• Empathize with clients, helping them resolve outstanding issues and renegotiates the terms of their agreement as a critical part of successful performance.  
• Works to retain existing customer base by using active listening empathy and assuming ownership through inbound emails, phone calls and handle relevant issues to prevent voluntary disconnect requests. 

• Execute, monitor, and coordinate repricing for designated customers in the existing customer base. 
• Communicate clearly in both oral and written form. 
• Identify and assess customers' needs to achieve satisfaction Make independent decisions to resolve customer issues and concerns with strong problem solving; Provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. 
• Demonstrated ability to consistently achieve sales targets. 
• Excellent time management skills. 

• Ability to handle multiple tasks with strong attention to detail. 

• Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future. 
• A passion for generating sales with a proven call center experience.  
• Utilize rapport building to best meet the needs of the customer in the most sincere and ethical manner.  

• Display a competitive spirit to meet and exceed company wide and personal sales goals.  
• Satisfactorily complete background / employment history investigation and drug screening.  
• Computer proficient with the ability to multi-task.  

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation & Public Holidays)
• Short Term & Long Term Disability
• Retirement Plan (401k)