Customer Retention & Cancellation Specialist
RemoteUnited States
Job Summary
Contact customers requesting to cancel their scheduled auto glass service, identify the true reasons behind each request, and make every reasonable effort to retain the order while delivering an exceptional experience. Handle objections professionally by presenting solutions, rebuilding customer confidence, and collaborating with Dispatch and other departments to resolve concerns. Take full ownership of assigned cases from initial contact through final resolution, accurately documenting conversations and trends within the CRM to meet individual and team KPIs. This full-time remote role requires fluent English and at least two years of customer-facing experience, with performance incentives and comprehensive training provided.
Required Qualifications
- At least 2 years of experience in Customer Service, Customer Retention, Sales, Collections, Call Center Operations, or another customer-facing role
- Fluent English (spoken and written)
- Reliable high-speed internet connection
- Quiet, professional home office suitable for handling customer calls
- Strong sales, retention, negotiation, and objection-handling skills
- Excellent verbal communication and active listening
- Confidence handling frustrated or dissatisfied customers
- Ability to remain calm and professional during difficult conversations
- Strong problem-solving and decision-making skills
- Ability to quickly build customer trust
- Results-driven mindset with strong accountability
- Excellent organizational and follow-up skills
- Ability to thrive in a fast-paced environment
- Strong collaboration with cross-functional teams
Desired Qualifications
- Noise-canceling headset (preferred)
- Experience using CRM, call center, or sales software is a plus
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