Customer Retention, Cancellation Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Reach out to customers who wish to cancel their scheduled auto glass service.

• Determine the underlying reasons behind each cancellation request.

• Make every reasonable effort to retain and preserve the customer's order.

• Professionally manage objections while offering suitable solutions.

• Enhance customer confidence by outlining available service options, scheduling alternatives, and next steps.

• Collaborate with Dispatch, Customer Service, and other departments to address customer issues.

• Follow up with customers when further information or action is necessary.

• Accurately log customer conversations, reasons for cancellations, attempts to retain orders, and outcomes in the CRM.

• Recognize recurring cancellation patterns and share insights with management.

• Provide a positive customer experience even when an order cannot be retained.

• Achieve individual and team KPIs related to customer retention, saved orders, follow-up, and service quality.

• Adhere to WindshieldHUB policies while exercising sound judgment to resolve customer issues.

• Take full responsibility for assigned cases from initial contact to final resolution.

⛳️ Requirements

• Minimum of 2 years of experience in Customer Service, Customer Retention, Sales, Collections, Call Center Operations, or another customer-facing role.

• Proficient in English (both spoken and written).

• Reliable high-speed internet connection is essential.

• Quiet, professional home office environment suitable for handling customer calls.

• Noise-canceling headset is preferred.

• Strong skills in sales, retention, negotiation, and handling objections.

• Excellent verbal communication and active listening abilities.

• Confidence in managing frustrated or dissatisfied customers.

• Ability to maintain composure and professionalism during challenging conversations.

• Strong problem-solving and decision-making capabilities.

• Ability to quickly establish customer trust.

• Results-driven mindset with a strong sense of accountability.

• Excellent organizational and follow-up skills.

• Ability to excel in a fast-paced environment.

• Strong collaboration skills with cross-functional teams.

• Experience with CRM, call center, or sales software is a plus.

🏝️ Benefits

• 100% Remote Position.

• Competitive salary and performance incentives.

• Supportive, growth-oriented work environment.

• Comprehensive training and career advancement opportunities.

• Opportunity to work directly with customers across the United States.

• Recognition for your performance, ideas, and contributions.