Accounting, Administrative Skills, Billing, Call Center Management, Communication Skills, Conflict Resolution, Corporate Communications, Corporate Policies, Customer Relations, Customer Relationship Management (CRM), Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Finance, Internet Search, Maintain Compliance, Microsoft Office, Multitasking, Needs Assessment, Negotiation Skills, Performance Metrics, Problem Solving Skills, Quality Metrics, Resolve Customer Issues, Retention Programs, Sales Management, Service Delivery, Track Customer Issues
Our associates celebrate lives. We celebrate our associates.
Job Summary:
The Customer Retention Specialist is responsible for proactively engaging with customers who express concerns, dissatisfaction, or intent to cancel services. This role focuses on understanding customer needs, resolving issues, and offering tailored solutions to retain customers while delivering a positive and professional experience.
Responsibilities:
- Handle inbound and outbound customer interactions related to service concerns, billing issues, and cancellation requests.
- Identify reasons for customer dissatisfaction or intent to cancel and apply effective retention strategies to reduce churn.
- Present and explain alternative solutions, including plan changes, service adjustments, promotions, or other retention offers when applicable.
- De-escalate challenging situations with empathy, professionalism, and problem-solving skills.
- Clearly communicate the value of company products and services to reinforce customer confidence and loyalty.
- Process cancellations when retention efforts are unsuccessful, ensuring accuracy and compliance with company policies.
- Accurately document customer interactions, retention efforts, and outcomes in internal systems.
- Collaborate with customer service, billing, and other internal teams to resolve complex issues.
- Meet or exceed performance metrics related to retention rates, customer satisfaction, and quality standards.
Qualifications:
- Proven experience in customer service, retention, account management, or call center environments.
- Strong communication and negotiation skills with the ability to influence customer decisions.
- Excellent problem-solving and conflict resolution abilities.
- Ability to multitask and work efficiently in a fast-paced, high-volume environment.
- Detail-oriented with strong organizational and documentation skills.
- Proficiency in Microsoft Office Suite; experience with CRM or customer management systems preferred.
- Positive, customer-focused mindset with a passion for delivering exceptional service.
These qualifications are essential for success in this position, as you will be expected to manage various tasks simultaneously. You should have excellent communication and customer service skills, a strong understanding of company products, services, and policies, and the ability to apply them effectively when completing administrative duties. Listening, understanding, and clear communication with both customers and employees are vital components of this role.
Postal Code: 33317
Category (Portal Searching): Finance and Accounting
Job Location: US-FL - Plantation
S
Service Corporation International
We're more than North America's largest provider of funeral, cremation and cemetery services. We are mothers, fathers, sisters, brothers, sons and daughters who are devoted to the communities where we live and work. We are more than 20,000 dedicated individuals who provide caring assistance to families in need, honor veterans and public servants and deliver lifesaving programs to help keep children and seniors safe. We operate under the umbrella of the Dignity Memorial network of 1,800 funeral homes and cemeteries. Dignity Memorial providers care for more than 300,000 families each year and understand the importance of thoughtful, personalized arrangements. We believe creating meaningful ways to pay tribute to a loved one begins with compassion and is shaped by the understanding that each life is truly unique. For us, there is no greater responsibility than honoring and preserving the story of one's life.
10,000 employees or more
Health Care and Social Assistance