Client Retention

Retention Specialist

Summary: The Retention Specialist is responsible for handling all client account requests related to contract term, cancelation fees, and other questions.  In addition the Retention Specialist participates in working with clients to build brand loyalty.

Essential Duties and Responsibilities:

• Be able to identify what drives a customer to initiate the cancellation process for tracking and improvement procedures
• Be able to identify which customers can be saved from cancellation by providing alternative solutions and walking the client through those solutions
• Identify when it is appropriate to offer reductions in costs associated with the client’s site in order to keep the client active
• Be able to outline, analyze, and improve retention practices best suited for the organization
• Identify new ways to build brand loyalty, improve product offerings, suggest possible new product offerings

• Able to work independently and efficiently  in order to meet organization goals
• Self-motivated, detail oriented team  player  who can work professionally within a diverse team
• Able to establish  oneself as the go-to person on the team while being a team oriented player
• Able to promptly and professionally respond to support related email and phone calls
• Experience with hardware and software issues
• Clear communication skills, both written and verbal