Member Care - Retention Specialist (Call Center)

ENERGY OGRE LLC•Houston, TX

3d•Onsite

About The Position

The Retention Specialist plays a key role in maintaining member satisfaction and loyalty by engaging directly with members who are considering cancellation or experiencing service concerns. This role is focused on understanding member needs, resolving issues, and delivering solutions that reinforce the value of an Energy Ogre membership. Reporting to a Member Care Lead, this position combines strong communication skills with a proactive, solutions-oriented approach. You will handle retention-focused interactions, identify patterns in member behavior, and contribute to improving how we engage and retain our members. This is an in-office position based in our Houston, Texas office and requires regular attendance Monday through Friday.

Requirements

Strong verbal and written communication skills with the ability to handle challenging conversations professionally
Ability to build rapport and de-escalate member concerns with empathy and confidence
Problem-solving mindset with attention to detail and accuracy
Ability to manage multiple priorities in a fast-paced, call center environment
High school diploma or equivalent required
2–4 years of experience in customer service, retention, or a related field
Experience handling customer concerns or cancellations preferred
Proficiency with CRM systems and standard business tools (Microsoft Office, Google Workspace)

Nice To Haves

Associate or bachelor’s degree preferred

Responsibilities

Retention Execution & Member Support Engage with members requesting cancellation, prioritizing live conversations to understand concerns and identify solutions
Handle retention-related cases, including members with service concerns or dissatisfaction
Manage cancellation workflows, including follow-ups, documentation, and “Pending Cancellation” status when appropriate
Ensure all required outreach attempts (phone, email, voicemail) are completed prior to processing cancellations
Member Engagement Make inbound and outbound calls related to past-due accounts, payment issues, and automated cancellations
Review pending cancellation requests and ensure appropriate retention efforts are completed
Identify and apply appropriate retention solutions or offers to improve member outcomes
Insights & Process Contribution Track and share common cancellation reasons and member feedback
Identify trends in member behavior and escalate insights to leadership
Provide input on improving retention strategies, messaging, and workflows
Operational Excellence Maintain accurate and detailed account records across all interactions
Update ticket statuses, manage due dates, and ensure timely follow-through
Follow established processes while exercising sound judgment in member interactions