Customer Retention & Cancellation Specialist
W
WindshieldHUBAuto glass
ColombiaFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Fluent English (spoken and written).
- Experience
- At least 2 years of experience in Customer Service, Customer Retention, Sales, Collections, Call Center Operations, or another customer-facing role.
- Required Skills
- Problem SolvingCustomer serviceNegotiationActive listeningCRM
Requirements
- Have at least 2 years of experience in customer service, customer retention, sales, collections, call center operations, or another customer-facing role.
- Be fluent in English, spoken and written.
- Have a reliable high-speed internet connection.
- Have a quiet, professional home office suitable for handling customer calls.
- Demonstrate sales, retention, negotiation, and objection-handling skills.
- Communicate effectively and use active listening.
- Remain calm and professional with frustrated or dissatisfied customers.
- Use problem-solving and sound decision-making to resolve customer concerns.
- Build customer trust and take accountability for results.
- Stay organized and follow up reliably.
- Collaborate with cross-functional teams in a fast-paced environment.
- Experience with CRM, call center, or sales software is a plus.
- A noise-canceling headset is preferred.
Responsibilities
- Contact customers requesting to cancel their scheduled auto glass service.
- Identify the reason behind each cancellation request and make reasonable efforts to retain the customer's order.
- Handle objections professionally and provide appropriate solutions.
- Explain available service options, scheduling alternatives, and next steps to build customer confidence.
- Collaborate with Dispatch, Customer Service, and other departments to resolve customer concerns.
- Follow up with customers when additional information or action is required.
- Document customer conversations, cancellation reasons, retention attempts, and outcomes in the CRM.
- Identify recurring cancellation trends and communicate findings to management.
- Meet individual and team KPIs related to retention, saved orders, follow-up, and service quality.
- Own assigned cases from initial contact through final resolution.
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