Retention Specialist

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 .

The essential functions listed below are representative of the duties required to successfully perform this role. Reasonable accommodation ( s ) may be made to enable individuals with disabilities to perform the essential functions.

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 rene wals

Foster a positive, result driven team culture.

Negotiate payment plans in accordance with company policy.

Collaborate with sales, billing, technical support, and field operati on leaders to resolve customer concerns.

Persua sive and results-driven

Customer-focused and empathetic mindse t

Critical thinking

Strong ethical standards

Save Rate

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

High call volume and performance-based environment

Must be able to speak clearly and professionally on the phone

All Safe Streets employees must be 18 years of age or older.

Education required GED/HS

Sales, Customer Service and/or Retention experience of at least 1-2 years preferred

#zr

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.