Customer Retention Specialist

Turn cancellation calls into renewals with empathy, product fluency and creative plan building.

Customer Retention Specialists take calls from customers considering cancellation and turn them into renewals. You will listen first, understand the root concern, and use product fluency and creative plan building to find a solution that keeps the customer — and keeps them happy. This role rewards empathy, quick thinking, and a calm presence under pressure.

• Handle inbound cancellation and save calls with empathy and professionalism
• Diagnose the real reason behind each cancellation request
• Build creative plan options that address the customer concern
• Document save attempts and outcomes in the CRM
• Coach peers on effective save language and objection handling
• Partner with support and billing teams to resolve underlying issues

• 1+ year of customer service, retention or support experience preferred
• Exceptional listening and de-escalation skills
• Calm, solutions-oriented presence on difficult calls
• Comfortable navigating multiple systems while on a live call
• Hybrid eligibility after successful 90-day on-site ramp