Customer Retention Specialist
Retention Express LLC, Salt Lake City, UT, United States
Customer Retention & Support Agent (Remote – West Coast Shifts, PST/MST)
Remote | Work from Home | U.S.-Based Only
Remote Position:
Must be available to work shifts aligned with
PST/MST timezones .
Preferred Locations:
TX, AZ, NM, UT (to best support our West Coast customers).
Compensation:
$15–$18 per hour + earned bonuses .
Tech Proficiency Required:
Experience with modern customer‑support platforms like
Zendesk, Freshdesk, Five9, or Salesforce
highly preferred.
Serve as the voice of the brand, delivering a friendly, empathetic, and service‑oriented customer experience.
Handle inbound customer‑service inquiries across multiple channels (phone, SMS, chat, email) professionally and efficiently, meeting performance standards.
Retain customers looking to cancel memberships by identifying concerns and providing tailored solutions.
Accurately document all interactions, ensuring high‑quality data collection for business insights.
Assist with special projects, including failed payment recovery and social media review management.
Maintain a high‑volume call environment with a strong focus on customer satisfaction and retention strategies.
Performance‑Driven Execution – Meet and exceed KPIs, including response time, resolution time, after‑call work, retention/save metrics, and attention to detail.
Ownership & Professionalism – Represent our clients’ brands with integrity, professionalism, and an unwavering focus on customer satisfaction.
Cross‑Team Collaboration – Work effectively with team members, supervisors, and departments to achieve company goals.
What We’re Looking For
Tech‑Savvy Mindset:
Comfortable working with modern software platforms and quickly adapting to new tools.
Problem‑Solving Ability:
Think critically to resolve issues and retain customers without high‑pressure sales tactics.
Reliable & Self‑Motivated:
Ability to work independently in a distraction‑free remote environment.
Team Player & Self‑Starter:
Coachable, adaptable, solution‑oriented, and takes initiative in problem‑solving.
High Integrity:
Trustworthy, accountable, and operates with strong ethical standards.
Tech‑Savvy:
Comfortable using multiple digital platforms and quickly becoming proficient in new systems.
Results‑Driven:
Motivated by helping businesses reduce churn and improve customer retention.
Education & Work Setup:
College degree preferred.
A newer Windows 11‑based PC/laptop.
High‑speed internet (validated).
Rate of Pay:
Starting at $15–$18 per hour + earned bonuses.
What We Offer
401(k) Retirement Plan
– Plan for your future with our company‑sponsored 401(k).
People‑Centric Culture
– Join a supportive, positive team that values collaboration and growth.
Competitive Pay & Bonuses
–
Starting at $15/hr
with performance‑based incentives and earned bonuses.
Remote Work
– Enjoy the convenience of working from home in a distraction‑free environment.
Strategic Sales & Retention Training
– Learn best practices in customer service, retention strategies, and problem‑solving.
Ongoing Learning & Development
– Stay ahead with continuous training on the latest tech platforms and industry tools.
#J-18808-Ljbffr
Remote Position:
Must be available to work shifts aligned with
PST/MST timezones .
Preferred Locations:
TX, AZ, NM, UT (to best support our West Coast customers).
Compensation:
$15–$18 per hour + earned bonuses .
Tech Proficiency Required:
Experience with modern customer‑support platforms like
Zendesk, Freshdesk, Five9, or Salesforce
highly preferred.
Serve as the voice of the brand, delivering a friendly, empathetic, and service‑oriented customer experience.
Handle inbound customer‑service inquiries across multiple channels (phone, SMS, chat, email) professionally and efficiently, meeting performance standards.
Retain customers looking to cancel memberships by identifying concerns and providing tailored solutions.
Accurately document all interactions, ensuring high‑quality data collection for business insights.
Assist with special projects, including failed payment recovery and social media review management.
Maintain a high‑volume call environment with a strong focus on customer satisfaction and retention strategies.
Performance‑Driven Execution – Meet and exceed KPIs, including response time, resolution time, after‑call work, retention/save metrics, and attention to detail.
Ownership & Professionalism – Represent our clients’ brands with integrity, professionalism, and an unwavering focus on customer satisfaction.
Cross‑Team Collaboration – Work effectively with team members, supervisors, and departments to achieve company goals.
What We’re Looking For
Tech‑Savvy Mindset:
Comfortable working with modern software platforms and quickly adapting to new tools.
Problem‑Solving Ability:
Think critically to resolve issues and retain customers without high‑pressure sales tactics.
Reliable & Self‑Motivated:
Ability to work independently in a distraction‑free remote environment.
Team Player & Self‑Starter:
Coachable, adaptable, solution‑oriented, and takes initiative in problem‑solving.
High Integrity:
Trustworthy, accountable, and operates with strong ethical standards.
Tech‑Savvy:
Comfortable using multiple digital platforms and quickly becoming proficient in new systems.
Results‑Driven:
Motivated by helping businesses reduce churn and improve customer retention.
Education & Work Setup:
College degree preferred.
A newer Windows 11‑based PC/laptop.
High‑speed internet (validated).
Rate of Pay:
Starting at $15–$18 per hour + earned bonuses.
What We Offer
401(k) Retirement Plan
– Plan for your future with our company‑sponsored 401(k).
People‑Centric Culture
– Join a supportive, positive team that values collaboration and growth.
Competitive Pay & Bonuses
–
Starting at $15/hr
with performance‑based incentives and earned bonuses.
Remote Work
– Enjoy the convenience of working from home in a distraction‑free environment.
Strategic Sales & Retention Training
– Learn best practices in customer service, retention strategies, and problem‑solving.
Ongoing Learning & Development
– Stay ahead with continuous training on the latest tech platforms and industry tools.
#J-18808-Ljbffr