Retention Specialist

Safe Streets • Lehi, UT

74d • Onsite

About The Position

The Retention Specialist is responsible for reducing customer cancellations and preserving recurring revenue by resolving concerns, negotiating solutions, and strengthening customer relationships. This role plays a critical part in protecting long term contract value in a subscription-based home security environment.

Requirements

• Must be able to lift up to 25 lbs. and sit or stand for periods throughout the work day.
• Available to accommodate varying schedule needs.
• High call volume and performance-based environment.
• Must be able to speak clearly and professionally on the phone.
• All SafeStreets employees must be 18 years of age or older.
• Education required GED/HS

Nice To Haves

• Sales, Customer Service and/or Retention experience of at least 1-2 years preferred

Responsibilities

• Handle escalated cancellation requests and high-risk accounts.
• Identify root causes for cancellation and provide tailored solutions.
• Contact customers via phone, email and written correspondence to resolve escalations and cancellations.
• Negotiate save offers, service adjustments, payment solutions, and contract renewals.
• Foster a positive, result driven team culture.
• Negotiate payment plans in accordance with company policy.
• Collaborate with sales, billing, technical support, and field operation leaders to resolve customer concerns.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees