Customer Retention Representative

Job Summary

As a Customer Retention Representative, the full-time remote position will respond to escalated customer service issues and cancellation requests, aiming to resolve dissatisfaction and communicate the value of products and services.

Key responsibilities

• Responds to escalated customer service issues and cancellation requests via phone or written correspondence
• Addresses customer cancellation requests and seeks to resolve dissatisfaction to retain customers
• Investigates and adapts solutions to meet customer needs while maintaining acceptable retention rates

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 ability to apply policies and procedures
• Proficient in Microsoft Word, Excel, and Outlook