Retention Specialist

Safe Streets USALehi, UT

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Overview

Schedule

Full-time

Career level

Entry-level

Remote

On-site

Job Description

Job Summary

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.

Essential Functions and Responsibilities

The essential functions listed below are representative of the duties required to successfully perform this role. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.

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.

Competencies & KPI's

Persuasive and results-driven
Customer-focused and empathetic mindset
Critical thinking
Strong professional communication skills
Strong ethical standards
Save Rate
Cancellation Rate
Agent utilization rate

Skills, Physical Demands & Work Environment

Must be able to lift up to 25 lbs. and sit or stand for periods throughout the work day.
Work is performed in an office setting
Available to accommodate varying schedule needs
High call volume and performance-based environment
Must be able to speak clearly and professionally on the phone

Licenses, Certifications, & Educational Requirements

All SafeStreets employees must be 18 years of age or older.
Education required GED/HS
Sales, Customer Service and/or Retention experience of at least 1-2 years preferred

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FAQs About Retention Specialist Jobs at Safe Streets USA

What is the work location for this position at Safe Streets USA?

This job at Safe Streets USA is located in Lehi, UT, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Safe Streets USA?

Employer has not shared pay details for this role.

What employment applies to this position at Safe Streets USA?

Safe Streets USA lists this role as a Full-time position.

What experience level is required for this role at Safe Streets USA?

Safe Streets USA is looking for a candidate with "Entry-level" experience level.

What is the process to apply for this position at Safe Streets USA?

You can apply for this role at Safe Streets USA either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.