Retention Specialist

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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