Freedom Boat Club - Product Retention Specialist (Remote)

Freedom Boat Club • Venice, FL

141d • $30,000 - $60,000 • Remote

About The Position

The Product Retention Specialist is a junior sales and customer service position that will report to the Member Experience Director and will assist in all activities associated with inbound and outbound customer operations while owning product retention calls and emails. This position will work closely with member cancellation requests with the goal of retaining memberships and our in-house deductible buy down coverage by offering other membership plans or retention incentives. This role will also assist with basic membership and reservation questions. Basic member assistance includes making and managing member reservations, email account management and tracking, answering a high volume of member calls, and ensuring membership holds, agreements and cancellations get processed accurately. This role is a full-time, remote position with varied days and hours.

Requirements

• Minimum of 3 years' experience in sales and customer service.
• Strong customer service skills with the ability to manage high volumes of outbound calls and emails.
• Excellent verbal and written communication skills, with the ability to tailor messaging to diverse audiences.
• Comfortable working in a fast-paced environment with evolving processes.
• Committed to protecting and securing customer personal information.
• Accurately provide complete and up-to-date product information using appropriate tools and resources.
• Adept at identifying customer needs to ensure satisfaction and promote retention.

Nice To Haves

• Proven ability to influence buying decisions and negotiate pricing and terms.
• Skilled in overcoming objections and closing sales.
• Self-motivated and goal-driven, with a strong track record of meeting or exceeding sales targets.
• Proficient in Microsoft Excel and CRM systems (e.g., Salesforce, HubSpot).
• Positive, cooperative attitude with the capability of working unsupervised.

Responsibilities

• Handle inbound and outbound customer communications, including phone calls and emails.
• Own and manage product retention efforts, particularly related to membership cancellations.
• Contact members requesting cancellation to offer alternative plans or retention incentives.
• Work to retain memberships and in-house deductible buy down coverage.
• Assist members with basic inquiries related to memberships and reservations.
• Make and manage member reservations.
• Support email account management and tracking for member communications.
• Answer a high volume of member phone calls professionally and efficiently.
• Ensure accurate processing of membership holds, agreements, and cancellations.
• Collaborate with the Member Experience Director and team to improve retention strategies and member satisfaction.

Benefits

• Medical, dental, vision insurance.
• Paid vacation.
• 401k (up to 4% match).
• Health Savings Account (with company contribution).
• Wellbeing program.
• Product purchase discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Amusement, Gambling, and Recreation Industries