Customer Service Retention Representative

The Post and Courier is seeking a motivated and reliable Customer Service Retention Representative to join our Team. The position is responsible for maintaining customer loyalty and reducing churn by identifying customers at risk of leaving, handling cancellation requests, and negotiating solutions to retain their business. They act as a critical link between the company and its clients, providing proactive support and resolving escalated issues.

Job Summary:

The core objective is to turn potential cancellations into saved opportunities by offering customized solutions, discounts, or service adjustments. This role requires a blend of high-level customer service, sales, and negotiation skills, often operating within a call center or high-volume support environment.

Key Responsibilities & Duties

• Handle Outbound/Inbound Calls: Manage cancellation requests, complaints, and service downgrades from customers via phone, email, or chat.
• Negotiate & Save: Utilize retention strategies to convince customers to stay, including offering retention incentives, rate adjustments, or alternative packages.
• Proactive Retention: Analyze customer usage data to identify accounts at risk of churning and make proactive outreach.
• Address Concerns: Actively listen to understand customer pain points and resolve them, ensuring a high level of satisfaction.
• Document Interactions: Maintain accurate records of all retention attempts, customer feedback, and final decisions in CRM software.
• Provide Feedback: Report common reasons for cancellation to management to help improve products and services.
• Upsell/Cross-sell: Identify opportunities to upgrade services or sell additional products to existing customers.

Required Qualifications & Skills

• Experience: 1–3 years in customer service, sales, or a call center environment.
• Communication: Excellent verbal and written skills, with the ability to build rapport and handle confrontation.
• Negotiation: Strong persuasion and closing skills to handle "save" opportunities.
• Problem-Solving: Ability to think creatively to find solutions to complex customer issues.
• Technical Proficiency: Familiarity with CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite.
• Soft Skills: Empathy, patience, and the ability to remain calm under pressure.
• Education: High school diploma or GED required; Bachelors degree in business or marketing preferred.