Client Relations & Retention Specialist

Job Description

Job Description

About Us

5 North Media, a family-owned and operated affiliate of Mood Media, has been a trusted provider of media and branding solutions since 1979. Based in San Diego, we specialize in end-to-end services, including music, messaging, digital signage, commercial television, drive-thru equipment, scent marketing, and state-of-the-art audio/video systems. Our commitment to honesty, professionalism, and exceptional service has been the cornerstone of our success. We pride ourselves on building lasting relationships with our clients and helping businesses of all sizes connect and communicate more effectively with their customers.

About the Role

We are seeking a proactive and relationship-driven Client Relations & Retention Specialist to join our team. This role is centered around client satisfaction, retention, and long-term account stability.

You will serve as the primary point of contact for clients — managing inquiries, addressing concerns, handling cancellation requests, coordinating billing questions, and working to retain and recontract accounts. This position requires someone who is confident in navigating challenging conversations, committed to learning our services in depth, and motivated to strengthen client relationships while identifying opportunities for growth.

Key Responsibilities

Client Support & Retention

• Serve as the main point of contact for client inquiries, service requests, and account concerns.
• Manage cancellation requests with a retention-first mindset, working to understand concerns and offer solutions.
• Lead renewal and recontracting efforts for existing customers.
• Proactively maintain consistent communication to strengthen client relationships and prevent churn.
• Provide thoughtful follow-up to ensure client satisfaction and long-term partnership.
  

Product Knowledge & Account Growth

• Develop a comprehensive understanding of all company services and offerings.
• Provide product education and training to clients so they fully understand and utilize their services.
• Identify opportunities to enhance or expand services within existing accounts.
• Introduce new services and solutions that align with client needs.
  

Billing Coordination & Collections Support

• Work closely with the administrative department to address billing inquiries and account discrepancies.
• Assist in resolving invoice questions and ensuring accurate account records.
• Participate in collections efforts by following up on past-due balances in a professional and solution-oriented manner.
• Maintain clear communication with clients regarding payment expectations and account status.
  

Internal Collaboration & Organization

• Maintain accurate CRM records of all client interactions and account updates.
• Coordinate with internal teams to ensure smooth service delivery and issue resolution.
• Support cross-departmental communication to ensure clients receive consistent information and service.
  

Qualifications

• 2+ years of experience in client relations, account management, retention, or inside sales.
• Experience handling cancellation conversations and resolving client concerns.
• Comfortable discussing billing matters and following up on outstanding balances.
• Strong communication skills with the ability to navigate difficult conversations professionally.
• Highly organized and capable of managing multiple accounts.
• Proficiency in CRM systems.
• Self-motivated, detail-oriented, and eager to learn complex service offerings.

5 North Media, Mood San Diego, is a locally owned and operated affiliate of Mood Media. We specialize in media and branding solutions for all businesses. We offer end-to-end solutions for music, messaging, digital signage, commercial television, drive-thru equipment and maintenance programs, and scent marketing solutions. We design state of the art audio/video systems including sound systems, video wall design and implementation, Control Systems, and Board Room systems. Our affiliation with Mood Media connects us with the largest company-owned service network in North America, including 165 office locations and 450 highly trained technicians, we work with companies of all sizes to help them connect and communicate more effectively with their customers.
What makes 5 North Media different from other audio-video providers? We are family owned and operated, with over 40 years experience serving the entire Southern California area and beyond. Our philosophy and basic principles of honesty and professionalism from the beginning are still true today. We provide our customers with quality products, competitive pricing, and strive to maintain the highest level of installations and service.

Company Description

5 North Media, Mood San Diego, is a locally owned and operated affiliate of Mood Media. We specialize in media and branding solutions for all businesses. We offer end-to-end solutions for music, messaging, digital signage, commercial television, drive-thru equipment and maintenance programs, and scent marketing solutions. We design state of the art audio/video systems including sound systems, video wall design and implementation, Control Systems, and Board Room systems. Our affiliation with Mood Media connects us with the largest company-owned service network in North America, including 165 office locations and 450 highly trained technicians, we work with companies of all sizes to help them connect and communicate more effectively with their customers.\r\nWhat makes 5 North Media different from other audio-video providers? We are family owned and operated, with over 40 years experience serving the entire Southern California area and beyond. Our philosophy and basic principles of honesty and professionalism from the beginning are still true today. We provide our customers with quality products, competitive pricing, and strive to maintain the highest level of installations and service.