Customer Retention Specialist

Job Title

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.