Retention Specialist

Retentión Specialist – Job Overview

The Retention specialist is responsible for reducing customer cancellations and preserving recurring revenue by resolving concerns, negotiating solutions, and strengthening customer relationships. This role plays a critical part in protecting long‑term contract value in a subscription‑based home‑security environment.

• Handle escalated cancellation requests and high‑risk accounts.
• Identify root causes for cancellation and provide tailored solutions.
• Contact customers via phone, email, and written correspondence to resolve escalations and cancellations.
• Negotiate save offers, service adjustments, payment solutions, and contract renewals.
• Foster a positive, result‑driven team culture.
• Negotiate payment plans in accordance with company policy.
• Collaborate with sales, billing, technical support, and field operations leaders to resolve customer concerns.
• Maintain high save rate.
• Assist in achieving high call volume and performance standards.
• Speak clearly and professionally on the phone.

• Persuasive and results‑driven personality.
• Customer‑focused and empathetic mindset.
• Strong critical‑thinking skills.
• Strong ethical standards.
• Experience in sales, customer service, and/or retention of at least 1–2 years (preferred).

• Must be able to lift up to 25 lbs. and sit or stand for periods throughout the work day.
• Work is performed in an office setting.
• Available to accommodate varying schedule needs.

• All Safe Streets employees must be 18 years of age or older.
• Education required:
  
  GED/HS.

Protected Veterans/Individuals with Disabilities – This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.