Retention Specialist
$35,568–$35,568 year
On-siteDaytona Beach, Florida, United States
Job Summary
Handle inbound cancellation and downgrade requests with empathy, urgency, and a genuine goal of resolving the customer's underlying issue. Identify the true driver behind each cancellation request and tailor responses accordingly, then present retention offers and solutions within approved guidelines. Make outbound win-back calls to recently churned customers and follow up proactively on at-risk accounts flagged by billing or usage systems. Track individual save rate against monthly retention targets and flag trends, patterns, and recurring drivers to leadership. Accurately document all customer interactions and retention outcomes in the CRM. This full-time, on-site role is based in Daytona Beach, FL.
Required Qualifications
- Strong negotiation and de-escalation skills with a calm, solutions-first approach under pressure
- Clear and confident verbal communication with genuine empathy for the customer
- Self-motivated and comfortable being measured against save-rate and retention targets
- Proficiency with CRM systems and the ability to accurately document customer interactions
- 1+ years of experience in customer retention, sales, or a call center environment
- High school diploma or GED
Desired Qualifications
- Some college
- ISP or telecom experience
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