Retention Specialist (On-Site)

A Retention Specialist is responsible for maintaining customer loyalty by engaging with existing clients, addressing concerns, and offering personalized solutions to prevent cancellations. This role requires advanced English proficiency, strong negotiation skills, and the ability to handle customer interactions professionally in an on-site office environment.

Key Responsibilities:

• Handle outbound and inbound customer interactions to resolve issues and retain clients.
• Identify customer concerns, provide effective solutions, and negotiate retention offers.
• Maintain accurate records of customer interactions using CRM software.
• Collaborate with internal teams (sales, billing, customer service) to resolve customer issues efficiently.
• Analyze customer feedback and trends to suggest improvements to retention strategies.
• Stay updated on company products, policies, and industry trends to provide informed recommendations.
• Meet and exceed retention goals while ensuring customer satisfaction.
• Adhere to company policies and guidelines while providing high-quality service.

Requirements & Qualifications:

• High school diploma or equivalent (Bachelor’s degree preferred).
• Previous experience in customer retention, sales, or account management.
• Advanced English proficiency (both verbal and written).
• Strong negotiation, problem-solving, and conflict-resolution skills.
• Ability to work on-site in a fast-paced office environment.
• Proficiency in CRM software and Microsoft Office Suite.
• Goal-oriented mindset with excellent time management and multitasking abilities.

Preferred Skills:

• Experience in a call center or high-volume customer support environment.