Customer Retention Representative
On-site · Phoenix, Arizona, United States
Job Summary
Customer Retention Representative focused on engaging with at-risk customers to understand concerns and deploy tailored solutions that reinforce value, using advanced negotiation techniques and problem-solving to prevent churn. Responsibilities include handling inbound and outbound retention efforts, collaborating with internal teams, maintaining customer records, and delivering superior service via phone, email, and text in a performance-based environment. Must leverage knowledge of products/services and CRM tools to drive retention and upsell opportunities while maintaining professionalism and empathy.
Required Qualifications
- 1-2 years of experience in customer retention, sales, or customer service preferred
- Strong persuasion, negotiation, and problem-solving skills
- Ability to handle escalated customer concerns and deliver effective solutions
- Comfort working in a performance-driven environment with incentive-based earnings
- Proficiency in utilizing customer relationship management (CRM) tools and tracking systems
- Ability to effectively make outbound calls, take inbound calls using a dialer and/or manually
- Ability to use computer systems to navigate collections database effectively
- Outstanding communication skills with the ability to achieve one-call resolutions for customers
- High emotional intelligence with a customer-first mindset
- Ability to build and maintain trusting relationships with customers and internal stakeholders
- Formal Education, Qualifications or Training: High School Diploma
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