Retention Specialist

Responsibilities

• Interface with customers in a call center environment.
• Must achieve daily, weekly, and monthly quotas set by management.
• Retain existing customers while providing exemplary customer service.
• Provide customers with a vast knowledge of information, including products and services, rates, and benefits.
• Provide alternative pricing options and other retention offers to maintain existing customers.
• Required to know benefits and features of products and services.
• Accurately identify customer accounts to effectively determine product and pricing eligibility.
• Navigate through multiple systems in a timely manner.
• Perform data entry tasks associated with a customer's account.
• Complete all commitments offered to customers in a timely manner, including callbacks and rate adjustments.
• Must follow all guidelines set by the company.
• Use training and educational tools to enhance customer service and retention skills.
• Actively participate in team meetings and activities.
• Perform other assigned duties and tasks necessary to support the Customer Relations Team.

Qualifications and Skills

• Experience in a retention, sales, or win-back role.
• Handle inbound and outbound retention calls with the goal of resolving customer concerns and preventing cancellations.
• Apply approved retention offers, including price reductions, accurately and consistently while following eligibility guidelines.
• Resolve billing concerns, service issues, device troubleshooting, and cancellation escalations with professionalism, empathy, and active listening.
• Accurately code cases to ensure the documented reason aligns with the customer's actual concern and call transcript.
• Meet or exceed established individual save-rate, quality assurance, productivity, and compliance targets.
• Thoroughly document customer interactions and maintain accurate, up-to-date records in the case management system.
• Escalate complex concerns, including BBB, Consumer Affairs, social media, and Voice of Customer complaints, according to established workflows.
• Follow all call-handling procedures and retention guidelines while avoiding call-avoidance behaviors.
• Maintain a high level of professionalism, customer service, and phone etiquette during every customer interaction.
• Demonstrate strong listening, problem-solving, and de-escalation skills when handling challenging customer situations.
• Manage multiple priorities effectively while maintaining accuracy and attention to detail in a fast-paced environment.
• Work independently while contributing positively to a collaborative and supportive team environment.
• Maintain proficiency with CRM, telephony, case management, Microsoft Excel, Word, Outlook, and other required systems.

Preferred Qualifications

• Familiarity with billing systems and payment/discount processing.
• Track record of meeting or exceeding save-rate and quality targets.
• Experience supporting healthcare, medical-alert, or subscription-based services