Program Retention Team Lead; Veterinary-Focused

Program Retention Team Lead

The Program Retention Team Lead 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 Lead acts as a coach, mentor, and point of escalation for team members while collaborating with other departments to improve customer experience and retention outcomes.

This role has an anticipated start date of March 2026.

• Lead, motivate, and support a team of retention representatives. Oversee customer interactions to encourage effective communication, empathy, and solution-based retention approaches.
• Manage Five9 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, provide performance feedback and identify training opportunities. Develop and maintain documentation related to team member performance. Escalate performance issues as needed to management.
• Manage escalated calls or complex customer concerns to ensure member satisfaction.
• Supports the achievement of retention goals by assisting team members, offering guidance and oversight, 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.

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

One
80 Intermediaries is a privately held firm with offices throughout the US and Canada. As a leading insurance wholesaler and program manager, One
80 offers placement services and binding authority for property and casualty, life, travel / accident and health, affinity and administrative services, and warranty business. In 2024, One
80 Intermediaries was ranked the 14th largest broker in the U.S. by Business Insurance. In 2025, One
80 Intermediaries earned the Great Place To Work Certification for the second consecutive year.

Pay Range : $49,000 - $59,200 Annual

One
80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.