Retention Specialist
Safe Streets USA, Lehi, UT, United States
Retention Specialist
Job Category: Customer Loyalty The retention specialist is responsible for reducing customer cancellations and preserving recurring revenue by resolving concerns, negotiating solutions, and strengthening customer relationships. This role plays a critical part in protecting long term contract value in a subscription-based home security environment. Essential functions and responsibilities include: Handle escalated cancellation requests and high-risk accounts. Identify root causes for cancellation and provide tailored solutions. Contact customers via phone, email, and written correspondence to resolve escalations and cancellations. Negotiate save offers, service adjustments, payment solutions, and contract renewals. Foster a positive, result-driven team culture. Negotiate payment plans in accordance with company policy. Collaborate with sales, billing, technical support, and field operation leaders to resolve customer concerns. Competencies & KPIs: Persuasive and results-driven Customer-focused and empathetic mindset Critical thinking Strong professional communication skills Strong ethical standards Save Rate, Cancellation Rate, Agent utilization rate. Skills, Physical Demands & Work Environment: Must be able to lift up to 25 lbs. and sit or stand for periods throughout the work day. Work is performed in an office setting. Available to accommodate varying schedule needs. High call volume and performance-based environment. Must be able to speak clearly and professionally on the phone. Licenses, Certifications, & Educational Requirements: All SafeStreets employees must be 18 years of age or older. Education required GED/HS. Sales, Customer Service, and/or Retention experience of at least 1-2 years preferred. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Job Category: Customer Loyalty The retention specialist is responsible for reducing customer cancellations and preserving recurring revenue by resolving concerns, negotiating solutions, and strengthening customer relationships. This role plays a critical part in protecting long term contract value in a subscription-based home security environment. Essential functions and responsibilities include: Handle escalated cancellation requests and high-risk accounts. Identify root causes for cancellation and provide tailored solutions. Contact customers via phone, email, and written correspondence to resolve escalations and cancellations. Negotiate save offers, service adjustments, payment solutions, and contract renewals. Foster a positive, result-driven team culture. Negotiate payment plans in accordance with company policy. Collaborate with sales, billing, technical support, and field operation leaders to resolve customer concerns. Competencies & KPIs: Persuasive and results-driven Customer-focused and empathetic mindset Critical thinking Strong professional communication skills Strong ethical standards Save Rate, Cancellation Rate, Agent utilization rate. Skills, Physical Demands & Work Environment: Must be able to lift up to 25 lbs. and sit or stand for periods throughout the work day. Work is performed in an office setting. Available to accommodate varying schedule needs. High call volume and performance-based environment. Must be able to speak clearly and professionally on the phone. Licenses, Certifications, & Educational Requirements: All SafeStreets employees must be 18 years of age or older. Education required GED/HS. Sales, Customer Service, and/or Retention experience of at least 1-2 years preferred. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.