Customer Retention Specialist

Insight Global is seeking a Retention Specialist for a top customer-focused client in a high-volume, performance-driven environment. This individual will act as a critical driver of revenue by handling inbound cancellation requests and proactively re-engaging customers. The ideal candidate is not just reactive but takes a consultative sales approach, uncovering customer needs, addressing objections, and positioning solutions that lead to customer retention and account growth.

This role requires strong communication, the ability to think on your feet, and a structured approach to objection handling, all while managing a high call volume and consistently meeting performance metrics.

• Proven experience in retention, sales, or high-volume customer service with revenue responsibility
• Ability to save accounts, reduce churn, and drive upgrades
• Demonstrated objection handling framework/process (not just instinctual responses)
• Experience handling 30–50+ calls/day in a fast-paced environment
• Ability to de-escalate frustrated customers while maintaining control of the conversation
• Experience working toward metrics (save rate, conversion rate, call volume quotas)
• Strong verbal communication and problem-solving skills
• Experience with CRM systems and documenting customer interactions
• Ability to multitask and stay organized in real time

• Experience with Salesforce, Zendesk, or similar CRM tools
• Background in telecom, SaaS, or subscription-based businesses
• Familiarity with dialer systems (Genesys, Five9, Amazon Connect)