Customer Retention Specialist - Experigreen
ExperiGreen, Mishawaka, IN, United States
Customer Retention Specialist - ExperiGreen
Mishawaka, Indiana, United States
The Customer Retention Specialist is responsible for handling customer cancellation requests with the goal of retaining accounts whenever possible. This role focuses on understanding customer concerns, addressing objections, and presenting appropriate retention solutions while maintaining a positive customer experience.
Customer Retention Specialists are expected to balance strong save performance with ethical, customer-focused communication, using approved language, probing techniques, and de-escalation strategies.
Key Responsibilities Retention & Save Conversations
Handle inbound and transferred customer calls where cancellation intent is expressed
Use probing questions to identify the true reason for cancellation
Present retention options and solutions aligned with customer needs
Clearly explain program value, service timing, and expectations
Retain customers whenever appropriate while respecting customer decisions
Performance Expectations
Maintain a weekly save rate target of 35–40%, based on legitimate cancellation attempts
Demonstrate consistent performance across peak and off-peak seasons
Balance save rate performance with customer satisfaction and call quality standards
Call Quality & Customer Experience
Conduct professional, empathetic, and solution-focused conversations
Use approved Power Phrases and avoid restricted language
De‑escalate emotional or frustrated customers effectively
Maintain control of the conversation without sounding scripted or pushy
Documentation & Follow‑Up
Accurately document call outcomes, save attempts, and customer decisions
Apply retention offers and account updates correctly
Flag recurring issues or trends for leadership review
Team & Process Collaboration
Participate in coaching sessions, call reviews, and ongoing training
Apply feedback to improve save performance and call effectiveness
Support team goals related to retention, customer experience, and revenue protection
Required Qualifications
1–3 years of experience in customer service, inside sales, or retention
Proven ability to handle objections and influence customer decisions ethically
Strong verbal communication and listening skills
Comfort discussing pricing, service expectations, and alternatives
Ability to perform in a metrics‑driven environment
High School diploma or equivalent
Valid Driver’s License
Strong verbal and written communication skills
Ability to work independently and as part of a team
Preferred Qualifications
Previous experience in a save desk, retention, or inside sales role
Experience working with cancellation or at‑risk customers
Familiarity with CRM systems and call center technology
Persuasive but customer‑first communication
Emotional intelligence and de‑escalation
Active listening and probing
Resilience and consistency under pressure
Accountability for performance metrics
Work Conditions
This position is performed in a professional call center environment with the potential to be remote.
Work is primarily sedentary, requiring extended periods of sitting at a workstation.
Customer Retention Specialist regularly use computers, phones/headsets, and multiple software systems throughout the workday.
The role requires the ability to view a computer screen for extended periods and perform repetitive tasks such as typing and mouse use.
The work environment may be fast‑paced, with frequent inbound and outbound customer interactions.
The position requires clear verbal communication and the ability to listen attentively while multitasking.
Schedules may include set shifts, peak seasonal workloads, and occasional schedule adjustments based on business needs.
Compensation Range: $19.00 - $22.00 per hour
Competitive-based hourly pay with commission-based incentives.
Benefits
Medical, dental, vision, 401(k) match
Paid holidays and vacation
Paid company training
Fast‑paced / great work environment
EEO / Diversity Statement We are committed to diversity, equity, and inclusion in the workplace and provide consideration for an employment relationship without regard to race, color, religion, sex, sexual orientation, gender expression, gender identity, genetic predisposition, national origin, ethnicity, disability, veteran status, or any other characteristic protected by federal, state, or local law.
As an equal opportunity employer, ExperiGreen recruits, hires, trains, compensates and promotes employees without regard to race, sex, color, religion, age, disability, origin, disability or veteran status.
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The Customer Retention Specialist is responsible for handling customer cancellation requests with the goal of retaining accounts whenever possible. This role focuses on understanding customer concerns, addressing objections, and presenting appropriate retention solutions while maintaining a positive customer experience.
Customer Retention Specialists are expected to balance strong save performance with ethical, customer-focused communication, using approved language, probing techniques, and de-escalation strategies.
Key Responsibilities Retention & Save Conversations
Handle inbound and transferred customer calls where cancellation intent is expressed
Use probing questions to identify the true reason for cancellation
Present retention options and solutions aligned with customer needs
Clearly explain program value, service timing, and expectations
Retain customers whenever appropriate while respecting customer decisions
Performance Expectations
Maintain a weekly save rate target of 35–40%, based on legitimate cancellation attempts
Demonstrate consistent performance across peak and off-peak seasons
Balance save rate performance with customer satisfaction and call quality standards
Call Quality & Customer Experience
Conduct professional, empathetic, and solution-focused conversations
Use approved Power Phrases and avoid restricted language
De‑escalate emotional or frustrated customers effectively
Maintain control of the conversation without sounding scripted or pushy
Documentation & Follow‑Up
Accurately document call outcomes, save attempts, and customer decisions
Apply retention offers and account updates correctly
Flag recurring issues or trends for leadership review
Team & Process Collaboration
Participate in coaching sessions, call reviews, and ongoing training
Apply feedback to improve save performance and call effectiveness
Support team goals related to retention, customer experience, and revenue protection
Required Qualifications
1–3 years of experience in customer service, inside sales, or retention
Proven ability to handle objections and influence customer decisions ethically
Strong verbal communication and listening skills
Comfort discussing pricing, service expectations, and alternatives
Ability to perform in a metrics‑driven environment
High School diploma or equivalent
Valid Driver’s License
Strong verbal and written communication skills
Ability to work independently and as part of a team
Preferred Qualifications
Previous experience in a save desk, retention, or inside sales role
Experience working with cancellation or at‑risk customers
Familiarity with CRM systems and call center technology
Persuasive but customer‑first communication
Emotional intelligence and de‑escalation
Active listening and probing
Resilience and consistency under pressure
Accountability for performance metrics
Work Conditions
This position is performed in a professional call center environment with the potential to be remote.
Work is primarily sedentary, requiring extended periods of sitting at a workstation.
Customer Retention Specialist regularly use computers, phones/headsets, and multiple software systems throughout the workday.
The role requires the ability to view a computer screen for extended periods and perform repetitive tasks such as typing and mouse use.
The work environment may be fast‑paced, with frequent inbound and outbound customer interactions.
The position requires clear verbal communication and the ability to listen attentively while multitasking.
Schedules may include set shifts, peak seasonal workloads, and occasional schedule adjustments based on business needs.
Compensation Range: $19.00 - $22.00 per hour
Competitive-based hourly pay with commission-based incentives.
Benefits
Medical, dental, vision, 401(k) match
Paid holidays and vacation
Paid company training
Fast‑paced / great work environment
EEO / Diversity Statement We are committed to diversity, equity, and inclusion in the workplace and provide consideration for an employment relationship without regard to race, color, religion, sex, sexual orientation, gender expression, gender identity, genetic predisposition, national origin, ethnicity, disability, veteran status, or any other characteristic protected by federal, state, or local law.
As an equal opportunity employer, ExperiGreen recruits, hires, trains, compensates and promotes employees without regard to race, sex, color, religion, age, disability, origin, disability or veteran status.
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