Customer Retention Specialist

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

📋 Description

• Execute daily outbound outreach via calls, emails, and follow-ups to designated accounts

• Engage with customers identified for potential HealthScore decline, payment issues, cancellation intent, low product engagement, and opportunities for reactivation

• Determine underlying causes of customer issues through attentive listening and inquiry

• Offer consultative advice and structured solutions to retain and assist customers

• Clearly and confidently communicate the value of HighLevel’s services

• Professionally address objections and strive for mutually beneficial solutions

• Identify opportunities for plan enhancements, upgrades, or customer reactivation

• Contribute to churn reduction and revenue retention objectives by escalating recurring problems to management

• Provide tailored, positive customer support in line with the company's brand

• Record interactions and update CRM entries in GHL

• Apply tags and monitor case outcomes for reporting and analysis

• Keep comprehensive documentation

• Recognize retention patterns and recurring issues

• Offer feedback to management regarding areas for improvement

• Maintain in-depth knowledge of HighLevel services and best practices

• Take ownership of personal performance metrics and outreach goals

⛳️ Requirements

• Excellent English communication skills (both verbal and written)

• Proficient objection-handling and follow-up skills

• Experience in a remote work environment with defined daily targets

• Organized, methodical, and detail-oriented approach

• Familiarity with SaaS products and CRM systems (experience with GHL is advantageous)

• Working knowledge of Google Suite (Docs, Sheets, Calendar)

• Ability to multitask while preserving quality

• Customer-centric mentality with a high level of emotional intelligence

• Comfort in a fast-paced, data-oriented environment

• Access to reliable high-speed internet and a distraction-free workspace

• Minimum of 2 years experience in Customer Service or B2B Sales

🏝️ Benefits

• Opportunity for career growth and professional development

• Access to comprehensive training programs

• Flexible working hours and remote work options

• Engaging company culture focused on teamwork and collaboration

• Competitive salary and performance-based incentives