Customer Retention Specialist I

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

📋 Description

• Perform daily outreach activities (calls, emails, follow-ups) to designated accounts.

• Interact with customers identified for: declining HealthScore, payment issues, intent to cancel, low product utilization, and potential reactivation.

• Determine underlying issues related to customer concerns through attentive listening and inquiry.

• Offer consultative advice and structured solutions to enhance customer retention and support.

• Clearly and confidently articulate the value of HighLevel’s services.

• Professionally manage objections and strive for outcomes that benefit both parties.

• Recognize opportunities for plan enhancements, upgrades, or reactivation when suitable.

• Assist in reducing churn and achieving revenue retention objectives by escalating ongoing issues to management.

• Provide personalized, positive assistance that aligns with the company’s brand values.

• Meticulously document all interactions and update CRM records in GHL.

• Keep thorough documentation to ensure transparency and track performance.

• Spot trends and recurring challenges that affect customer retention.

• Relay feedback to leadership regarding potential improvement areas.

• Maintain comprehensive knowledge of HighLevel services and industry best practices.

• Take responsibility for individual performance metrics and outreach goals.

⛳️ Requirements

• Proficient English communication skills (both verbal and written).

• Strong abilities in objection handling and follow-up.

• Experience in a remote work setting with defined daily targets.

• Methodical, process-oriented, and detail-focused approach.

• Familiarity with SaaS products and CRM platforms (experience with GHL is an advantage).

• Proficient in Google Suite (Docs, Sheets, Calendar).

• Capable of juggling multiple tasks while maintaining quality.

• Customer-centric attitude with a high degree of emotional intelligence.

• Comfortable working in a fast-paced, data-centric environment.

• Dependable high-speed internet and a workspace free from distractions.

• Bachelor’s degree is preferred.

• At least 2 years of experience in Customer Service or B2B Sales.

🏝️ Benefits

• Equal Employment Opportunity Employer.

• Recommendation for Privacy Policy review.