Retention Specialist

Capital City Press•Baton Rouge, LA

23h•Onsite

About The Position

We are seeking a detail-oriented, customer-focused Retention Specialist to join our team. This role is responsible for engaging with existing subscribers, reducing cancellations, resolving account and service concerns, and strengthening long-term customer relationships. The ideal candidate is a strong communicator who can confidently handle challenging conversations, identify customer needs, recommend solutions, and use multiple systems to research and resolve account issues. This person should be goal-oriented, adaptable, and motivated by helping customers find value in their subscription.

Requirements

1–3 years of experience in customer service, retention, call center, sales, or account support preferred.
Strong verbal and written communication skills.
Excellent active listening and problem-solving skills.
Comfortable handling objections, difficult conversations, and cancellation requests.
Customer-focused with the ability to balance empathy with retention and business goals.
Comfortable working with customer databases, CRM systems, billing systems, and other software applications.
Strong attention to detail and organizational skills.
Ability to remain calm, professional, and solution-oriented in challenging customer interactions.
Goal-driven and motivated by achieving individual and team performance goals.
Proficient with basic computer applications and comfortable working across multiple programs, browser windows, and screens simultaneously.
Ability to learn new systems, products, and processes quickly.
Reliable attendance and the ability to work onsite Monday–Friday.

Responsibilities

Handle inbound and outbound retention calls and customer communications.
Proactively engage subscribers who are considering canceling or are at risk of cancellation.
Identify the reason for cancellation and present appropriate save offers, solutions, or alternatives.
Resolve account, billing, delivery, login, app, and digital access concerns when possible.
Research customer accounts and history to personalize retention conversations and determine the best solution.
Accurately document customer interactions, outcomes, and account changes in internal systems.
Work closely with billing, distribution, customer service, and operations teams to resolve subscriber issues.
Meet or exceed retention, save-rate, productivity, quality, and customer service goals.
Identify and communicate recurring cancellation reasons, service issues, and customer trends to management.
Support retention campaigns, outreach initiatives, and other efforts designed to improve subscriber loyalty and reduce churn.
Educate subscribers on available products, digital benefits, apps, newsletters, e-editions, and other subscription features.
Navigate multiple systems and applications simultaneously to research accounts, process requests, and assist customers efficiently.