Customer Retention Specialist

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