Customer Retention Associate

Job Summary

As a full-time remote Customer Retention Associate, the candidate will respond to escalated customer service issues, address cancellation requests, and communicate the value of products and services to enhance customer satisfaction and retention.

Key responsibilities:

• Respond to escalated customer service issues and cancellation requests via phone or written correspondence
• Investigate and adapt solutions to meet customer needs, aiming to resolve dissatisfaction and retain customers
• Communicate the benefits of products and services while maintaining an acceptable customer retention rate

Required qualifications:

• High school diploma or general education degree (GED) required
• 3+ years of customer service experience and/or training required
• Must have internet access with minimum 4.6Mbps upload/download speeds
• Knowledge of contractual terms and policies, along with strong computer skills (Microsoft Word, Excel, Outlook)
• Experience in conflict resolution and ability to influence and persuade customers