Customer Retention Specialist
New
I
IntellipetCustomer retention
Location: United States, 40 hours weekly within 7 AM–11 PM CSTFull-Time
Salary15 - 16 USD per hour
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Job Details
- Required Skills
- Problem SolvingNegotiationCRM
Requirements
- Have phone-based customer retention, cancellation/save, or closely related call center experience.
- Have experience handling customers who are considering cancellation or are dissatisfied.
- Demonstrate discovery, negotiation, de-escalation, and problem-solving skills.
- Be comfortable working toward retention, save-rate, churn, renewal, CSAT, QA, adherence, or similar performance metrics.
- Be able to handle high call volume while documenting cases accurately.
- Have reliable high-speed internet and a quiet, distraction-free workspace.
- Subscription, membership, telecom, insurance, financial services, travel, SaaS, or other recurring-service retention experience is preferred.
- CRM or case-management experience is preferred.
- Experience with refund prevention, renewals, win-back, or churn reduction is preferred.
Responsibilities
- Handle cancellation and save conversations.
- Identify the real reason behind cancellation requests.
- Present tailored solutions based on customer needs.
- De-escalate concerns while protecting the customer relationship.
- Support clients through phone, email, and chat.
- Track cases, follow-ups, and outcomes accurately.
- Meet individual quality and retention expectations.
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