Customer Care Retention Specialist

Insulet Corporation

. Proactively engage with customers to strengthen their relationship with the Omnipod brand .

Posted 10/8/2026full-timeActon • Massachusetts • United StatesMid-LevelSenior💰 $26 - $39 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer engagement and relationship-building skills, with a focus on addressing customer needs and enhancing satisfaction. Proficient in utilizing Salesforce for tracking interactions and outcomes while effectively communicating sensitive healthcare information.

Highest-signal resume keywords

Customer Service ExperienceSalesforce ProficiencyCommunication SkillsProblem-Solving AbilitiesDiabetes Management Knowledge

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Relationship ManagementCall Script AdherenceUpselling and Cross-SellingRecord KeepingQuality Evaluation

Soft Skills

EmpathyActive ListeningProactive MindsetIndependenceTeam Collaboration

Tools & Technologies

Microsoft OfficeSalesforce

Industry Keywords

Health CarePharmacy ChannelCustomer Care KPIsDiabetes Management

About the role

Key responsibilities & impact

Proactively engage with customers to strengthen their relationship with the Omnipod brand
Initiate outbound calls, emails, and other communications with existing customers
Check customer satisfaction, address concerns, and ensure customers maximize product and service benefits
Establish and nurture trust-based customer relationships
Provide information on Omnipod product updates, new features, and diabetes-management resources
Address customer concerns and issues promptly with relevant teams
Identify opportunities to upsell or cross-sell products and services aligned with customer needs
Collaborate with Customer Care leadership and Insulet franchise owners on retention strategies
Follow detailed call scripts or guidelines while adapting to customer responses
Meet or exceed established Customer Care KPIs
Maintain detailed records of customer interactions and outcomes in Salesforce activities and campaigns

Requirements

What you’ll need

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
Strong communication and interpersonal skills, with a focus on empathy and active listening to engage with sensitive healthcare topics/customer situations
Associate or 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)
Knowledge of diabetes management is a plus

Benefits

Comp & perks

Medical, dental, and vision insurance
401(k) with company match
Paid time off (PTO)
Additional employee wellness programs
Incentive compensation eligibility