What are the responsibilities and job description for the Retention Supervisor position at Medical Air Services Association, Inc?
Description
This is a full-time, on-site position based in Fort Lauderdale, FL
Are you a proven call center leader who inspires excellence and thrives in a high-performance, people-first environment? Join MASA as our Retention Supervisor and play a key role in shaping the customer experience and driving team success.
WHAT YOU'LL DO:
- Lead and develop a team of 15 Retention Agents, driving results in customer retention, conversions, and service quality.
- Monitor team performance and key metrics daily; provide ongoing coaching and support.
- Analyze customer feedback and retention trends to continuously improve strategy and process.
- Resolve escalated customer issues with professionalism and empathy.
- Partner with leadership to refine scripts, promotions, and initiatives to boost retention.
- Ensure compliance with quality standards, procedures, and regulations.
- Report team performance to leadership and contribute to strategic planning.
- Support recruiting, onboarding, and training of new hires.
- Foster a positive, mission-driven team culture aligned with MASA’s values.
WHAT YOU BRING:
- High school diploma or equivalent required; bachelor's degree preferred.
- 3 years in a call center leadership role, preferably in retention or sales.
- Exceptional coaching, communication, and performance management skills.
- Proven ability to analyze KPIs and drive data-informed decisions.
- Conflict resolution expertise and a customer-first mindset.
- Proficiency in tools like ViciDial, Five9, HubSpot, or similar platforms.
- Strong organizational skills and adaptability in a fast-paced environment.
ABOUT US
MASA has been a leader in emergency medical transportation insurance since 1974. We're not just a company – we're a close-knit team dedicated to "Protecting families with compassion when others don't." Our professional yet friendly company culture fosters collaboration, innovation, and a clear mission that resonates through every role as we support our expanding base of 2 million members across the United States and the Caribbean. Learn more at https://www.masaaccess.com
WHAT WE WILL PROVIDE YOU
- Competitive base salary, bonuses, and comprehensive employee benefits programs, including medical, dental, and vision insurance with highly rated carriers; a 401(k) program with a company match; paid time off; company-paid short-term disability, long-term disability, and basic life insurance; and a free MASA membership.
- A professional and friendly company culture that supports a clear mission: "Protecting families with compassion when others don’t."
- An opportunity to unleash your expertise and create a lasting impact on our journey of growth and success!
WHY WE THINK YOU’LL LOVE THIS OPPORTUNITY
- Make a difference every day: Help protect and retain members during life’s most challenging moments.
- Lead with purpose: Use your leadership and coaching skills to empower a high-performing team.
- Grow with us: MASA is scaling, and so can your career. You'll gain experience, visibility, and the chance to shape processes.
- Be part of a values-driven culture: ACCTT isn’t just a tagline—it’s how we operate. You’ll join a team that values Accountability, Compassion, Customer Service Excellence, Trust, and Teamwork.
- Structured success: From onboarding to performance feedback, our structured hiring and onboarding strategy sets you up for a strong start and long-term success.
Ready to lead with purpose and make an impact? Apply now and help us take customer retention to the next level.
NOTE: Any pay range listed for this position is an estimate by the job board and may not reflect the actual compensation.
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