Customer Retention Specialist

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

📋 Description

• Manage conversations related to cancellations and retention.

• Determine the underlying reasons for cancellation requests.

• Provide customized solutions tailored to customer requirements.

• Resolve issues while maintaining positive customer relationships.

• Assist clients via phone, email, and chat support.

• Accurately track cases, follow-ups, and results.

• Achieve personal quality and retention goals.

• Discuss specific cancellation/retention conversations, metrics, de-escalation scenarios, and outcomes during the interview process.

⛳️ Requirements

• Experience in customer retention, cancellation/save roles, or similar call center positions.

• Proven ability to assist customers contemplating cancellation or expressing dissatisfaction.

• Excellent skills in discovery, negotiation, de-escalation, and problem resolution.

• Comfortable working with retention, save-rate, churn, renewal, CSAT, QA, adherence, or similar performance metrics.

• Capable of managing a high volume of calls while accurately documenting cases.

• Reliable high-speed internet connection and a quiet, distraction-free workspace are essential.

• Candidates must complete a brief online assessment via TestGorilla prior to interview consideration.

• Preferred: Experience in subscription, membership, telecom, insurance, financial services, travel, SaaS, or other recurring-service retention.

• Preferred: Familiarity with CRM or case management systems.

• Preferred: Experience in refund prevention, renewals, win-back strategies, or churn reduction.

🏝️ Benefits

• Fully remote work environment.

• Performance-oriented team with opportunities for coaching and professional development.

• Comprehensive health, dental, vision, life, and disability insurance.

• 401(k) matching program.

• Paid time off.

• Employee Assistance Program.