Customer Experience Representative, Retention Services
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Representative, Retention Services based in United States.
This role focuses on creating positive customer experiences while helping retain and strengthen long-term relationships.
You will engage directly with customers to understand their needs, resolve concerns, and provide tailored solutions.
The position combines customer service, consultative sales, problem-solving, and technology expertise in a fast-paced virtual environment.
You will play a key role in improving customer satisfaction by identifying opportunities to add value and enhance service experiences.
The role requires strong communication skills, empathy, adaptability, and the ability to manage complex interactions professionally.
This is an opportunity to contribute to a customer-focused team while developing expertise in digital products and retention strategies.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Representative, Retention Services based in United States.
This role focuses on creating positive customer experiences while helping retain and strengthen long-term relationships.
You will engage directly with customers to understand their needs, resolve concerns, and provide tailored solutions.
The position combines customer service, consultative sales, problem-solving, and technology expertise in a fast-paced virtual environment.
You will play a key role in improving customer satisfaction by identifying opportunities to add value and enhance service experiences.
The role requires strong communication skills, empathy, adaptability, and the ability to manage complex interactions professionally.
This is an opportunity to contribute to a customer-focused team while developing expertise in digital products and retention strategies.
Accountabilities:
- Engage with customers through phone, email, SMS, eChat, or other communication channels to address inquiries, concerns, and service requests.
- Retain customers by understanding their needs, identifying reasons for cancellations or service changes, and presenting personalized solutions.
- Build trusted relationships through active listening, empathy, professional communication, and effective problem resolution.
- Take a consultative approach to customer interactions by identifying opportunities to enhance services, recommend relevant solutions, and increase customer value.
- Explain product features, benefits, and available options while demonstrating strong knowledge of offerings and competitive advantages.
- Support customer satisfaction and retention goals by resolving complaints and creating positive experiences.
- Navigate multiple systems and tools, including billing platforms, knowledge bases, and technical resources, to provide accurate support.
- Maintain awareness of policies, procedures, and privacy requirements while handling customer information responsibly.
- Educate customers on self-service options and digital tools to improve their overall experience.
- Achieve established performance goals, quality standards, and sales-related metrics.
- Participate in training sessions and continuously develop product, service, and customer experience knowledge.
- Work collaboratively with internal teams while independently managing customer interactions and escalating issues when needed.
- High school diploma or GED required.
- 0-2 years of relevant work experience; customer service, sales, or contact center experience is a plus.
- Strong verbal and written communication skills with the ability to engage customers professionally across multiple channels.
- Excellent relationship-building and interpersonal skills with a customer-first mindset.
- Ability to actively listen, demonstrate empathy, and de-escalate challenging customer situations.
- Strong problem-solving skills with the ability to evaluate customer needs and recommend appropriate solutions.
- Comfortable using multiple technology platforms and learning new systems quickly.
- Ability to multitask in a fast-paced, structured, and high-volume environment.
- Strong accountability, resilience, self-motivation, and adaptability.
- Ability to meet performance goals while maintaining quality and professionalism.
- Flexibility to work variable schedules, including evenings, weekends, and overtime when required.
- Base pay of approximately $16.00 per hour.
- Opportunity to earn a 5% quarterly bonus and uncapped monthly sales commissions based on performance.
- Full-time remote work opportunity.
- Comprehensive benefits package designed to support physical, financial, and emotional well-being.
- Healthcare benefits and wellness resources for eligible employees.
- Paid time off and employee support programs.
- Access to career development, training, and growth opportunities.
- Opportunity to build valuable experience in customer experience, technology, and retention services.
- Collaborative environment focused on teamwork, innovation, and customer success.
The Customer Experience Representative, Retention Services is responsible for supporting customers through meaningful interactions, resolving issues, and identifying opportunities to improve satisfaction and loyalty.
Requirements:
The ideal candidate is customer-focused, adaptable, and motivated by helping people find solutions while delivering high-quality service experiences.