Customer Retention Specialist - Remote

ACHIEVE TEST PREP

1d•Remote

About The Position

Achieve is seeking a dedicated Retention Specialist to join its Customer Success Team. The role focuses on enhancing the customer experience, maintaining satisfaction, applying retention strategies, and supporting revenue growth. The specialist will contact customers who may leave the program, identify their concerns, offer approved solutions, and seek to retain them. The role also includes collecting payments, researching relevant products and offers, maintaining customer data, and completing administrative tasks and projects.

Requirements

Highly motivated and eager to earn an hourly rate plus commission.
Fluent written and spoken English, with superior phone etiquette skills.
Professional sales or retention experience.
Strong interpersonal skills, maturity, and good judgment, with the ability to communicate with diverse individuals.
Experience handling difficult and irate customers.
Problem-solving, critical-thinking, and decision-making skills.
Comfort working with Google Suite products.
Accurate data-entry skills.
Proficiency in basic math.

Nice To Haves

Hands-on experience in call center, retention, or collections roles.

Responsibilities

Initiate outbound calls to retain customers and collect payments over the phone.
Resolve customer issues or concerns by asking probing questions.
Identify the root cause of a customer's decision to leave the program.
Attempt to overcome objections and retain customers using approved responses and solutions.
Use negotiation skills to achieve results and meet productivity objectives.
Research and sell company products and offers that are most likely to help customers.
Maintain and strengthen customer loyalty through friendly, professional, and accurate communication.
Maintain an acceptable retention save level and follow department policies and schedule adherence requirements for shifts, breaks, and lunches.
Assist in maintaining and monitoring electronic data for established customers.
Assist with department administrative duties and projects as assigned.