Retention Specialist

Lehi UT Office
3400 N 1200 W
Lehi, UT 84043, USA

The Retention specialist is responsible for reducing customer cancellations and preserving recurring revenue by resolving concerns, negotiating solutions, and strengthening customer relationships. This role plays a critical part in protecting long term contract value in a subscription-based home security environment.

• Handle escalated cancellation requests and high-risk accounts.
• Identify root causes for cancellation and provide tailored solutions.
• Contact customers via phone, email and written correspondence to resolve escalations and cancellations.
• Negotiate save offers, service adjustments, payment solutions, and contract rene wals.
• Foster a positive, result driven team culture.
• Negotiate payment plans in accordance with company policy.
• Collaborate with sales, billing, technical support, and field operati on leaders to resolve customer concerns.
• Persuasive and results-driven.
• Customer-focused and empathetic mindse t.
• Critical thinking.
• Strong ethical standards.
• Save Rate.
• Work in an office setting.
• Must be able to lift up to 25 lbs. and sit or stand for periods throughout the work day.
• Must be able to speak clearly and professionally on the phone.
• High call volume and performance-based environment.
• Available to accommodate varying schedule needs.

• All Safe Streets employees must be 18 years of age or older.
• Education required GED/HS.
• Sales, Customer Service and/or Retention experience of at least 1-2 years preferred.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.