Customer Retention Specialist

This is a Hybrid role based in UT

Are you a proactive, customer-focused professional who thrives in a goal-driven environment? As a Member Retention Specialist, you will play a critical role in helping retain members, reduce churn, and strengthen long-term relationships. This role partners closely with the Retention Manager to execute renewal outreach, deliver exceptional service, and identify opportunities to expand member value.
 
Responsibilities

• Execute outbound and inbound renewal outreach across multiple channels (phone, email, text)
• Deliver outstanding customer service while resolving concerns that may impact retention
• Identify and surface upsell and upgrade opportunities during renewal conversations
• Generate qualified leads and warm handoffs to Sales teams
• Maintain accurate activity, notes, and pipeline updates within CRM systems
• Support retention campaigns, communication schedules, and outreach initiatives
• Meet or exceed individual renewal, retention, and activity goals
• Collaborate with the Retention Manager and cross-functional teams to improve member experience and outcomes
• Actively participate in coaching, training, and performance feedback sessions

• Self-motivated with the ability to manage daily outreach and follow-up independently
• Associate’s degree or equivalent professional experience
• Energetic, optimistic, and resilient in a goal-oriented environment
• Prior experience in outbound calling, renewals, retention, customer engagement or account resolution roles
• Strong prioritization and time-management skills
• Demonstrated ability to deliver excellent customer service and build rapport
• Comfortable using CRM and call systems (Salesforce, CallFire, inContact, or similar tools)
• Technically proficient with the ability to learn new systems quickly
• Clear, professional phone and written communication skills
• Open to feedback, coaching, and continuous improvement

• Base pay + incentive potential
• Fun and diverse team environment
• Hybrid in-office/WFH schedule
• Comprehensive benefits package including medical, dental and vision insurance
• Health Savings Account
• Generous PTO and Holiday Pay
• 401(k) retirement plan and company match 

Who we are:

AAPC (www.aapc.com) is the nation’s largest and fastest-growing training, certification, and solutions association in healthcare, supporting more than 200,000 members. 

AAPC Values:

DRIVEN | Self-starts and stays highly motivated to achieve ambitious goals. Shares contagious energy and enthusiasm liberally. Takes initiative without always being directed. Demonstrates confidence in decision-making and effectively balances autonomy and authority with accountability.

HUMBLE | Learns, adapts, and improves relentlessly. Seeks feedback without insecurity and implements coaching. Recognizes others' contributions gratefully. Approaches work and relationships with an abundance mentality. Places the needs of others above self.

TRANSPARENT| Integrity-centered, honest, truthful, and trustworthy in all aspects of work. Keeps commitments to external and internal parties. Holds self strictly accountable, valuing the trust placed in them by others.

SUPPORTIVE | Empowers and uplifts others. Listens actively and responds with empathy and understanding. Prioritizes well-being and growth of team members and customers ahead of own interest. Faces challenges together, believing in collective strength and unity.

INNOVATIVE | Entrepreneurial spirit with a scrappy mentality. Dreams big, sees opportunity, pursues full potential, and finds ways to accomplish the impossible. Rolls up sleeves and does real work. Works quickly, intelligently, and flexibly.

AAPC is an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, disability, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.

We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, disability, religion, national origin, or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above-listed items.