Retention Specialist; On-Site

We are seeking a proactive and customer-focused Retention Specialist to join our team. This role is responsible for engaging with current customers to ensure satisfaction, address concerns, and help reduce churn. In addition to retention efforts, this person will assist in scheduling appointments and maintaining smooth communication between our team and clients.

• Contact customers to assess satisfaction and resolve concerns that may lead to cancellation or disengagement by asking key questions.
• Build strong relationships with customers through regular communication and follow-up.
• Collaborate with internal teams to resolve service issues quickly and efficiently.
• Identify and address customer issues in a timely and professional manner.
• Proactively reach out to at‑risk customers to offer solutions and encourage continued service through multiple communication platforms.
• Schedule and confirm customer appointments, ensuring clear and accurate calendar coordination, working with external teams if necessary.
• Maintain accurate records of customer interactions, feedback, and outcomes in CRM systems.
• Track retention trends and report feedback that could improve products, services, or processes.
• Create and sustain a positive team environment displaying high levels of motivation and excellent teamwork.
• Perform other duties as assigned.

• 2+ years of experience in customer service or call center environment.
• Excellent communication and interpersonal skills, both oral and written.
• High attention to detail and organizational skills.
• Comfortable using CRM or scheduling software.
• Ability to work both independently and with a team.
• Effective time management.
• Maintain honesty and integrity in all dealings.