Customer Retention Call Specialist

The Post and Courier is seeking a motivated and reliable Customer Retention Call Specialist to join our Team. This in-person, part-time position is responsible for maintaining customer loyalty and reducing churn by identifying customers at risk of leaving, handling cancellation requests, and negotiating solutions to retain their business. They act as a critical link between the company and its clients, providing proactive support and resolving escalated issues. The individual selected will have her or his choice of one of the following eight schedule options, Mondays through Fridays:

• 8am to 1:30pm (30 min break included)
• 8am to 2pm (1 hour break)
• 9am to 2:30pm (30 min break included)
• 9am to 3pm (1 hour break)
• 10am to 3:30pm (30 min break included)
• 10am to 4pm (1 hour break)
• 11am to 4:30pm (30 min break included)
• 11am to 5pm (1 hour break)

Job Summary:

The core objective is to turn potential cancellations into saved opportunities by offering customized solutions, discounts, or service adjustments. This role requires a blend of high-level customer service, sales, and negotiation skills, often operating within a call center or high-volume support environment.

Key Responsibilities & Duties

• Handle Outbound/Inbound Calls: Manage cancellation requests, complaints, and service downgrades from customers via phone, email, or chat.
• Negotiate & Save: Utilize retention strategies to convince customers to stay, including offering retention incentives, rate adjustments, or alternative packages.
• Proactive Retention: Analyze customer usage data to identify accounts at risk of churning and make proactive outreach.
• Address Concerns: Actively listen to understand customer pain points and resolve them, ensuring a high level of satisfaction.
• Document Interactions: Maintain accurate records of all retention attempts, customer feedback, and final decisions in CRM software.
• Provide Feedback: Report common reasons for cancellation to management to help improve products and services.
• Upsell/Cross-sell: Identify opportunities to upgrade services or sell additional products to existing customers.

Required Qualifications & Skills

• Experience: At least one year of experience in customer service, sales, or a call center environment.
• Communication: Excellent verbal and written skills, with the ability to build rapport and handle confrontation.
• Negotiation: Strong persuasion and closing skills to handle "save" opportunities.
• Technical Proficiency: Familiarity with CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite preferred.
• Soft Skills: Empathy, patience, and the ability to remain calm under pressure.