Retention Specialist

Job Overview

Do you have a passion for solving problems, building relationships and turning negatives into positives? As our Retention Specialist, you will play a crucial role in being a system expert and using that knowledge to save client accounts by educating them on the benefits of our products and solutions. Put your negotiation and people skills to work by asking probing questions to overcome objections, find solutions and build rapport to retain client business.

At the core, our Retention Specialist must be compassionate, empathic and have a strong desire to persevere. We want to ensure that clients are heard, educated and supported in their decision making to avoid canceling service.

• Results-oriented, problem solver who is driven to get things done
• Patient and attentive with keen listening and problem-solving skills
• Comfortable working under pressure and taking initiative
• Making educated, solid decisions using strong judgement skills
• Self-motivated and committed to client and business success

• Save, both reactively and proactively, customers from canceling service by educating, retraining, and/or promoting products and services to overcome objections and solve problems to best meet the customer’s needs and retain the account
• Demonstrate a genuine care for the customer by maintaining a positive, empathetic, and professional attitude
• On the phone, you’ll use a consultative approach to guide customers through their options
• Uphold strong customer service and selling behaviors to overcome objections and drive customer retention
• Build meaningful relationships through understanding the customers key preferences and needs
• Represent the brand with integrity and expertise
• Resolve the customer’s need for calling by educating and explaining while achieving high customer satisfaction

• High School Diploma or equivalent and/or relevant experience
• Previous Retention experience a plus
• Strong communication and problem-solving skills
• Self-disciplined with a positive can-do attitude
• Ability to demonstrate discretion, good judgment, tactfulness, and diplomacy
• Creativity, imagination, and a collaborative spirit

• Energize your day with coffee, tea, juice, or soda. It’s all on the house!
• Walk through our Talladega Tunnel or take a ride down the slide to grab a bite from our snack bar
• Enjoy a lakeside lunch on our patio or grill some food in our outdoor kitchen
• Take a break while practicing your golf skills in one of our virtual golf simulators. If golf isn’t your thing, play a game of pool, shuffleboard, or foosball!