This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Retention Specialist based in the United States.
This role is focused on strengthening customer relationships, improving retention outcomes, and ensuring users remain engaged and supported throughout their journey.
You will be responsible for proactively contacting customers, understanding their concerns, and identifying the root causes behind cancellation or disengagement requests.
The position requires strong communication skills, resilience, and the ability to navigate difficult conversations while maintaining professionalism and empathy.
You will play a key role in balancing customer satisfaction with business objectives, using structured retention strategies to reduce churn and preserve revenue.
This is a remote, customer-facing role in a fast-paced environment where every interaction can directly influence customer decisions and loyalty.
You will also contribute to improving internal processes by capturing insights from customer interactions and feedback patterns.
Success in this role means consistently resolving issues, retaining customers, and building trust through effective communication and problem-solving.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Retention Specialist based in the United States.
This role is focused on strengthening customer relationships, improving retention outcomes, and ensuring users remain engaged and supported throughout their journey.
You will be responsible for proactively contacting customers, understanding their concerns, and identifying the root causes behind cancellation or disengagement requests.
The position requires strong communication skills, resilience, and the ability to navigate difficult conversations while maintaining professionalism and empathy.
You will play a key role in balancing customer satisfaction with business objectives, using structured retention strategies to reduce churn and preserve revenue.
This is a remote, customer-facing role in a fast-paced environment where every interaction can directly influence customer decisions and loyalty.
You will also contribute to improving internal processes by capturing insights from customer interactions and feedback patterns.
Success in this role means consistently resolving issues, retaining customers, and building trust through effective communication and problem-solving.
Accountabilities:
- Conduct outbound calls to engage with customers, address concerns, and implement retention strategies to prevent cancellations.
- Diagnose customer pain points by asking targeted questions and identifying root causes of dissatisfaction or disengagement.
- Handle objections effectively using approved messaging and negotiation techniques to encourage continued program participation.
- Provide clear, accurate information about products and services to support informed customer decisions.
- Maintain strong customer relationships through professional, empathetic, and solution-oriented communication.
- Meet or exceed retention, productivity, and quality targets while adhering to departmental policies and schedules.
- Maintain accurate records of customer interactions, updates, and outcomes within internal systems.
- Support administrative tasks and contribute to ongoing improvements in customer success processes.
- Experience in customer retention, call center, collections, sales, or other high-volume customer-facing roles.
- Strong communication skills in English, both written and verbal, with excellent phone etiquette.
- Proven ability to handle difficult or upset customers with professionalism, empathy, and composure.
- Strong problem-solving, critical thinking, and decision-making abilities in real-time conversations.
- Comfortable working in a performance-driven environment with productivity and retention targets.
- Ability to work independently in a fully remote setting with strong time management and discipline.
- Familiarity with data entry, CRM systems, or Google Suite tools is highly valued.
- Basic analytical and numerical skills to support payment discussions and customer solutions.
- High level of resilience, adaptability, and motivation in commission-based or incentive-driven roles.
- Competitive hourly compensation starting at $7/hour plus commission-based earnings.
- Fully remote work structure with flexible scheduling options.
- Performance-based incentives tied to retention success and productivity metrics.
- Opportunity to develop skills in customer success, negotiation, and conflict resolution.
- Exposure to a fast-paced, customer-centric environment focused on measurable impact.
- Training and support in retention strategies and communication best practices.
- Inclusive and diverse work culture emphasizing equal opportunity and employee development.