Qualifications

Minimum 1-2 years of experience in customer retention, account management, or related support role.
Excellent verbal and written communication skills.
Strong interpersonal skills and a confident, positive personality.
Comfortable with handling difficult conversations and rejection.
Ability to work independently while collaborating with a team.
Detail-oriented and highly organized.
Familiarity with CRM tools (e.g., Salesforce, HubSpot, Zoho) is a plus.
Experience in a call center or customer service environment is preferred.

Primary Task

Support the Retention Specialist in executing daily retention efforts and strategies.
Conduct outbound calls, emails, or chats to re-engage inactive or canceling customers.
Listen actively and address customer concerns with empathy and professionalism.
Work collaboratively to develop solutions that meet customer needs and encourage continued partnership.
Track and report customer feedback, objections, and common reasons for cancellation.
Maintain accurate records of communication and follow-ups using CRM tools.
Help identify trends and suggest improvements to retention processes.
Assist in preparing performance reports and customer insights for management review.
Participate in regular training sessions to improve retention techniques and service quality.

Offer

Required*

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Retention Support Specialist