Customer Retention Specialist

New

Listing location: United States; Workplace type: RemoteFull-TimeJunior

Salary not disclosed

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Job Details

Have 2+ years of Customer Service or B2B Sales experience.
Demonstrate strong English communication skills, both verbal and written.
Have effective objection-handling and follow-up abilities.
Bring familiarity with SaaS products and CRM systems; GHL experience is a plus.
Have working knowledge of Google Suite, including Docs, Sheets, and Calendar.
Be organized, process-driven, and detail-oriented.
Be able to multitask while maintaining quality.
Bring a customer-focused mindset and high emotional intelligence.
Be comfortable in a fast-paced, data-driven environment with structured daily targets.
Have experience working in a remote environment.
Have reliable high-speed internet and a distraction-free workspace.
A bachelor’s degree is preferred.

Conduct daily outbound calls, emails, and follow-ups to assigned accounts.
Engage customers flagged for HealthScore decline, payment failures, cancellation intent, low product usage, or reactivation opportunities.
Identify the root causes of customer concerns through active listening and discovery.
Provide consultative guidance and structured solutions to retain and support customers.
Communicate the value of HighLevel’s services and handle objections professionally.
Identify appropriate opportunities for plan optimization, upgrades, or reactivation.
Escalate recurring issues to leadership to support churn reduction and revenue retention goals.
Log interactions, update CRM records in GHL, apply tags, and track case outcomes.
Identify retention trends and provide feedback to leadership on improvement opportunities.
Maintain product knowledge and take ownership of individual performance metrics and outreach targets.

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