Customer Retention Specialist

Job Summary

As a full-time Customer Retention Specialist working 100% remotely, the candidate will respond to escalated customer service issues and cancellation requests, aiming to resolve dissatisfaction and reinforce the value of services offered.

Key responsibilities

• Responds to escalated customer service issues and cancellation requests via phone or written correspondence
• Investigates customer concerns to find solutions that retain customers and addresses service cancellation requests
• Communicates the value and benefits of products and services while maintaining customer retention metrics

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, along with strong computer skills (Microsoft Word, Excel, Outlook)
• Ability to analyze customer feedback and maintain organizational and time management skills