Customer Retention Specialist

AAPC•Salt Lake City, UT

1d•Hybrid

About The Position

Are you a proactive, customer-focused professional who thrives in a goal-driven environment? As a Member Retention Specialist , you will play a critical role in helping retain members, reduce churn, and strengthen long-term relationships. This role partners closely with the Retention Manager to execute renewal outreach, deliver exceptional service, and identify opportunities to expand member value.

Requirements

Self-motivated with the ability to manage daily outreach and follow-up independently
Associate’s degree or equivalent professional experience
Energetic, optimistic, and resilient in a goal-oriented environment
Prior experience in outbound calling, renewals, retention, customer engagement or account resolution roles
Strong prioritization and time-management skills
Demonstrated ability to deliver excellent customer service and build rapport
Comfortable using CRM and call systems (Salesforce, CallFire, inContact, or similar tools)
Technically proficient with the ability to learn new systems quickly
Clear, professional phone and written communication skills
Open to feedback, coaching, and continuous improvement

Responsibilities

Execute outbound and inbound renewal outreach across multiple channels (phone, email, text)
Deliver outstanding customer service while resolving concerns that may impact retention
Identify and surface upsell and upgrade opportunities during renewal conversations
Generate qualified leads and warm handoffs to Sales teams
Maintain accurate activity, notes, and pipeline updates within CRM systems
Support retention campaigns, communication schedules, and outreach initiatives
Meet or exceed individual renewal, retention, and activity goals
Collaborate with the Retention Manager and cross-functional teams to improve member experience and outcomes
Actively participate in coaching, training, and performance feedback sessions