Customer Retention & Cancellation Specialist

About WindshieldHUB   WindshieldHUB is a fast-growing nationwide auto glass company serving customers in  100+ cities across the United States.
We combine outstanding customer service with technology to make scheduling auto glass replacement and repair simple, fast, and convenient.
Our team is built around  high standards, accountability, strong communication, teamwork, and continuous improvement . As we continue expanding our operations, we are looking for talented professionals in Cuenca who want to grow with an international company.
About the Role   We are looking for a highly motivated  Customer Retention & Cancellation Specialist  to join our Cuenca team.
This is not a traditional customer service position.
Your primary responsibility will be to work directly with customers who are considering canceling their scheduled auto glass service, understand the reason behind the cancellation, resolve concerns when possible, and  retain/save the order  while maintaining an excellent customer experience.
The ideal candidate is  confident, persuasive, fluent in English, comfortable handling objections, and able to take ownership of difficult customer conversations .
You should know how to listen carefully, identify the customer s real concern, present solutions, negotiate when appropriate, rebuild confidence, and turn a potential cancellation into a successful completed service.
What We re Looking For     Minimum 2 years of experience  in Customer Service, Retention, Sales, Collections, Call Center Operations, or a similar customer-facing role.
Fluent English is required — both spoken and written.
Candidates should also demonstrate:
Strong sales, retention, negotiation, and objection-handling skills
Excellent verbal communication and active-listening skills
Confidence handling frustrated or dissatisfied customers
Ability to remain professional and composed during difficult conversations
Strong problem-solving and decision-making abilities
Ability to build trust quickly with customers
A results-driven and accountable mindset
Strong organizational and follow-up skills
Ability to work effectively in a high-energy, fast-paced environment
Strong teamwork and communication with other departments
Experience using CRM, call center, or sales software is a plus

Key Responsibilities     Contact customers who request to cancel their scheduled service and identify the true reason for the cancellation
Make every reasonable effort to  retain and save the customer s order
Handle customer objections professionally and provide appropriate solutions
Build customer confidence by clearly explaining service options, scheduling alternatives, and next steps
Work with Dispatch, Customer Service, and other departments to resolve issues that could cause a customer to cancel
Follow up with customers when additional information or action is required
Document all customer conversations, cancellation reasons, save attempts, and outcomes accurately in the CRM
Identify recurring cancellation trends and communicate them to management
Maintain a positive and professional customer experience even when an order cannot be saved
Meet individual and team performance goals related to  customer retention, saved orders, follow-up, and service quality
Follow WindshieldHUB policies and procedures while using good judgment to resolve customer concerns
Take ownership of assigned cases from initial contact through final resolution
What Success Looks Like   A successful Customer Retention & Cancellation Specialist does more than process cancellations.
You will be expected to:
Understand why the customer wants to cancel.
Find a solution whenever possible.
Protect the customer relationship.
Save qualified orders.
Document everything correctly.
Help WindshieldHUB identify and reduce the reasons customers cancel.
Why Join WindshieldHUB?
Full-time position at our  Cuenca office
Competitive salary and performance incentives
Opportunity to work directly with customers throughout the United States
Professional and growth-focused work environment
Training and opportunities for advancement
Work with an international company serving  100+ U.S. cities
Be part of a team where performance, ideas, and results are recognized
Apply Now
If you have at least  2 years of customer service, retention, or sales experience , speak  fluent English , and are confident handling objections and difficult customer conversations, we want to hear from you.
We are looking for people who are not afraid to take ownership, solve problems, and turn a customer who wants to cancel into a customer who is confident about moving forward with WindshieldHUB.

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