Retention Specialist

Job Title: Retention Specialist (In-Office Full-Time)
Schedule: MondayFriday Onsite

Position Summary

We are seeking a detail-oriented customer-focused Retention Specialist to join our team. This role is responsible for engaging with existing subscribers reducing cancellations resolving account and service concerns and strengthening long-term customer relationships.

The ideal candidate is a strong communicator who can confidently handle challenging conversations identify customer needs recommend solutions and use multiple systems to research and resolve account issues. This person should be goal-oriented adaptable and motivated by helping customers find value in their subscription.

Key Responsibilities

• Handle inbound and outbound retention calls and customer communications.
• Proactively engage subscribers who are considering canceling or are at risk of cancellation.
• Identify the reason for cancellation and present appropriate save offers solutions or alternatives.
• Resolve account billing delivery login app and digital access concerns when possible.
• Research customer accounts and history to personalize retention conversations and determine the best solution.
• Accurately document customer interactions outcomes and account changes in internal systems.
• Work closely with billing distribution customer service and operations teams to resolve subscriber issues.
• Meet or exceed retention save-rate productivity quality and customer service goals.
• Identify and communicate recurring cancellation reasons service issues and customer trends to management.
• Support retention campaigns outreach initiatives and other efforts designed to improve subscriber loyalty and reduce churn.
• Educate subscribers on available products digital benefits apps newsletters e-editions and other subscription features.
• Navigate multiple systems and applications simultaneously to research accounts process requests and assist customers efficiently.

Qualifications

• 13 years of experience in customer service retention call center sales or account support preferred.
• Strong verbal and written communication skills.
• Excellent active listening and problem-solving skills.
• Comfortable handling objections difficult conversations and cancellation requests.
• Customer-focused with the ability to balance empathy with retention and business goals.
• Comfortable working with customer databases CRM systems billing systems and other software applications.
• Strong attention to detail and organizational skills.
• Ability to remain calm professional and solution-oriented in challenging customer interactions.
• Goal-driven and motivated by achieving individual and team performance goals.
• Proficient with basic computer applications and comfortable working across multiple programs browser windows and screens simultaneously.
• Ability to learn new systems products and processes quickly.
• Reliable attendance and the ability to work onsite MondayFriday.
  
  

The Advocate is an equal employment opportunity employer committed to recruiting developing and promoting a diverse workforce while providing unique opportunities and career paths for our employees. We encourage applicants of all backgrounds and experience levels to apply.

Salary: Commensurate with experience

Benefits: Medical dental vision Life Short Term Disability (STD) Long Term Disability (LTD) Paternity Leave PTO and 401k Retirement Savings company match.