About the Role:
We are seeking a highly motivated Customer Retention Specialist to join our team. As a key member of our Customer Success department, you will play a critical role in managing inbound cancellations, running retention initiatives, and driving revenue growth.
Job Summary:
In this role, you will proactively engage with customers who have requested cancellations or expressed dissatisfaction, listening to their concerns, identifying pain points, and offering personalized solutions to retain their business. You will also develop and implement tailored retention strategies for different customer segments, utilizing data and customer feedback to continuously improve these approaches.
Main Responsibilities:
* Proactively reach out to customers who have requested cancellations or expressed dissatisfaction
* Listen to their concerns, identify pain points, and offer personalized solutions to retain their business
* Develop and implement tailored retention strategies for different customer segments
* Assist customers with the renewal process, ensuring they fully understand the value of our services and the benefits of continuing their relationship with us
* Track and report on retention metrics, customer feedback, and the effectiveness of retention strategies
* Provide insights and recommendations to the Retention Manager
Requirements:
* 2+ years of experience in customer service, sales, or a related field
* Strong foundation in customer-facing roles with excellent communication and active listening skills
* Proven track record of meeting or exceeding quotas/KPIs
* Experience with Salesforce or similar CRM systems
* Ability to handle high-volume, fast-paced phone interactions with resilience
* Problem-solving and conflict resolution skills
* Adaptability to a fast-changing environment with attention to detail and consistent follow-through
Preferred Qualifications:
* Experience in the Home Improvement/Construction vertical or adjacent fields
About Us:
We value honesty, rate of change over time, mutual benefit, and competitive greatness. We recognize that retention can be challenging, but we believe in the power of addressing each customer's unique needs. If you're excited about making a real difference in how businesses operate and grow, we want to hear from you