Account Resolution Specialist

Hearst • Troy, MI

5d

About The Position

At MOTOR Information Systems, the Account Resolution Specialist protects revenue and strengthens customer relationships by understanding customer concerns and using communication and negotiation skills to keep customers engaged and satisfied. The role involves high-impact customer conversations, real-time problem-solving, and influencing retention outcomes. Success is measured by revenue saved, retention rates, and the ability to convert cancellation requests into retained accounts.

Requirements

• At least 2 years of experience in customer retention, collections, or call center environments focused on save or retention calls.
• Ability to handle high-volume inbound and outbound phone interactions, particularly with customers requesting cancellation.
• Demonstrated success retaining customers, reducing churn, or meeting or exceeding save-rate targets.
• Strong objection-handling and negotiation skills.
• Excellent phone presence and call control, with confidence leading conversations and redirecting negative sentiment.
• Experience with de-escalation techniques and turning dissatisfied customers into retained accounts.
• Ability to think quickly and respond in real time during live customer conversations.
• Familiarity with CRM and sales engagement tools such as Salesforce and Salesloft to manage call activity and track outcomes.
• Willingness to use AI tools to enhance call effectiveness, streamline workflows, and improve retention and revenue-saving performance.

Responsibilities

• Contact customers who have submitted termination requests to understand their concerns and work to retain their business.
• Use phone-based objection handling and negotiation techniques to address customer concerns and prevent cancellations.
• Track and report revenue saved and overall retention performance.
• Monitor customer accounts for churn risks and initiate outreach before termination occurs.
• Support retention through reactive save calls and proactive engagement strategies.
• Review customer contracts and account details for compliance with pricing, terms, and usage.
• Partner with sales, customer success, and operations teams to resolve issues affecting retention.
• Maintain accurate documentation of customer interactions, save attempts, and outcomes.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed