Retention Specialist

We are looking for a skilled and empathetic Retention Specialist with expertise in de-escalation to join our team. This role involves speaking directly with clients over the phone to address concerns, resolve issues, and ensure client satisfaction. The ideal candidate is an excellent communicator with a talent for turning challenging situations into opportunities to build trust and retain clients.

• Engage with clients who are considering canceling or have expressed dissatisfaction to understand their concerns and provide solutions.
• Use persuasive communication techniques to retain clients and reinforce the value of our services.
• Handle escalated client interactions with professionalism, patience, and empathy.
• Identify root causes of client issues and collaborate with internal teams to resolve them effectively.
• Ensure timely follow-up with clients after resolving issues to confirm satisfaction.
• Accurately document client interactions, resolutions, and feedback in the CRM system.
• Provide insights to management on recurring issues and trends to improve processes and client experience.
• Work closely with sales, account management, and operations teams to address and prevent client concerns.
• Share feedback with team members to enhance retention strategies.

• High school diploma required; associate or bachelor’s degree in business, communications, or a related field preferred.

• Exceptional verbal communication and active listening skills.
• Proven ability to de-escalate tense situations and build rapport with clients.
• Strong problem-solving and conflict-resolution abilities.
• Empathy and patience in handling sensitive client interactions.
• Highly organized with attention to detail in documenting client interactions.
• Proficiency with CRM tools and customer service platforms.

• 2+ years of experience in a retention, customer service, or client-facing role.
• Proven track record of handling escalated client interactions successfully.
• Familiarity with the digital marketing industry or related fields is a plus.

• Competitive salary with performance-based incentives.
• Health, dental, and vision benefits.
• Opportunities for professional development and growth.
• Supportive team environment with training to enhance your skills.