Retention Support Specialist

Qualifications

• Minimum 1-2 years of experience in customer retention, account management, or related support role.

• Excellent verbal and written communication skills.

• Strong interpersonal skills and a confident, positive personality.

• Comfortable with handling difficult conversations and rejection.

• Ability to work independently while collaborating with a team.

• Detail-oriented and highly organized.

• Familiarity with CRM tools (e.g., Salesforce, HubSpot, Zoho) is a plus.

• Experience in a call center or customer service environment is preferred.

Primary Task

• Support the Retention Specialist in executing daily retention efforts and strategies.

• Conduct outbound calls, emails, or chats to re-engage inactive or canceling customers.

• Listen actively and address customer concerns with empathy and professionalism.

• Work collaboratively to develop solutions that meet customer needs and encourage continued partnership.

• Track and report customer feedback, objections, and common reasons for cancellation.

• Maintain accurate records of communication and follow-ups using CRM tools.

• Help identify trends and suggest improvements to retention processes.

• Assist in preparing performance reports and customer insights for management review.

• Participate in regular training sessions to improve retention techniques and service quality.

Offer

• Work-from-home setup

• Long-term/full-time position

• Competitive pay starts at 39,659.05 gross

• Pay begins on day 1 of training

• HMO, Loyalty Investment Fund, Memorial Plan, and other benefits

• Paid Leaves

• Attendance and performance-based incentives

• Quarterly In-person Team-Buildings

• Annual Company Outing

• Annual Year-End Party

• Annual Performance Review

• 13th-month pay, Government-mandated benefits:

• Career Advancement Opportunities