Customer Retention Specialist I

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

📋 Description

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

• Engage with customers flagged for HealthScore decline, payment issues, cancellation intent, low product usage, and reactivation opportunities.

• Determine the underlying causes of customer concerns through active listening and inquiry.

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

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

• Professionally address objections and strive for mutually beneficial solutions.

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

• Contribute to churn reduction and revenue retention objectives by escalating recurring issues to leadership.

• Provide personalized, positive support that aligns with the company brand.

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

• Apply relevant tags and track case outcomes for reporting and analysis.

• Maintain comprehensive documentation to support transparency and performance monitoring.

• Recognize trends and recurring challenges that affect retention.

• Offer feedback to leadership on potential improvement opportunities.

• Maintain a strong understanding of HighLevel services and best practices.

• Take responsibility for individual performance metrics and outreach targets.

⛳️ Requirements

• Excellent English communication skills (both verbal and written)

• Proficient in objection-handling and follow-up techniques

• Experience in a remote work environment with structured daily targets

• Organized, process-oriented, and detail-focused approach

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

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

• Ability to multitask while maintaining high quality

• Customer-centric mindset with strong emotional intelligence

• Comfortable working in a fast-paced, data-driven setting

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

🏝️ Benefits

• Competitive salary and performance-based incentives

• Opportunities for professional development and career advancement

• Flexible work schedule and remote work options

• Access to comprehensive health and wellness programs

• Collaborative and supportive team environment