Customer Retention Associate

Job Summary

As a Customer Retention Associate working remotely in a full-time capacity, the representative 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

• Responds to escalated customer service issues and cancellation requests via phone or written correspondence
• Investigates and adapts solutions to meet customer needs and resolve dissatisfaction
• Analyzes customer plans to determine potential price concessions and maintains retention rates while adhering to policies

Required qualifications

• High school diploma or 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
• Proficient in Microsoft Word, Excel, and Outlook