New York Licensed Retention Team Lead

Job Summary

A company is looking for a Customer Advocate - Retention Team Lead.

Key Responsibilities

• Mentor and support a team of Customer Advocates in cancellation prevention and escalated resolution
• Handle high-level escalations and provide real-time guidance during difficult customer interactions
• Monitor call volume and manage escalations to ensure operational efficiency and customer satisfaction

Required Qualifications

• Active Property and Casualty license
• 3-5 years of experience in a high-pressure customer service or retention leadership role
• Proven experience mentoring teams in high-escalation environments
• Bachelor's degree preferred
• Ability to analyze data and generate performance reports