Customer Retention Specialist

Job Description

Job Description

Job Overview:

Pay Range: $23.00hr - $28.00hr

Requirement/Must Have:

• Strong customer-centric and growth mindset.
• Experience in customer service and retention.
• Excellent active listening and empathy to understand customer perspectives.
• Strong analytical skills and a solution-oriented approach.
• Skilled in effective negotiation techniques, including identifying customer pain points, proposing solutions, and achieving favorable outcomes to build strong customer relationships.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Strong verbal and written communication skills, with the ability to convey thoughts clearly and concisely.
• Strong ability to collaborate with stakeholders and customers at various skill levels.
• Demonstrated ability to handle sensitive information with integrity and maintain a professional demeanor.
• Associate's degree or equivalent.
• 5+ years of practical experience in customer service and retention.
• Proficiency in using Salesforce for documenting and managing customer interactions.
• Excellent communication and presentation skills.
• Must be located within 1 hour from the Westminster office.
• Must report to the office at least 4 days a week.

Responsibilities:

• Make outbound messages or calls to understand and address reasons for potential discontinuation of services.
• Take ownership of customer issues, ensuring minimal escalation and high satisfaction.
• Resolve customer needs independently and effectively.
• Communicate with customers, internal teams, and senior management to deliver exceptional service.
• Directly negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.
• Maintain detailed records of customer interactions and activities in Salesforce.
• Analyze data to identify trends and opportunities for improving retention and reducing churn.
• Work closely with the Sales and Support Teams to handle escalations and enhance the customer experience.
• Identify, create, and deliver content to support customer adoption and engagement needs.
• Demonstrated ability to rapidly learn and efficiently navigate multiple business systems, ensuring seamless task completion and operational effectiveness.

Nice to Have:

• Excellent communication and presentation skills.

Skills:

• Customer service.
• Sales experience.
• Written communication.
• Salesforce.
• Negotiation.
• Data analysis.
• Issue resolution.

Qualification And Education:

• Associate's degree or equivalent.
• 5+ years of practical experience in customer service and retention.

Benefits:

Our Benefits Include:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities

Disclaimer : Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.

About Cynet Systems

Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.

As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.