Call Center Retention Specialist

Coforge; Augusta (GA); On-site; USD 48,711,936 - 57,859,200; Full time

Benefits offered by this job

Benefits

Job summary

Coforge is seeking a Call Center Retention Specialist to join our Augusta, GA onsite team. The role focuses on retaining customers by promoting products, handling retention calls, and processing save/service requests.

You will deliver professional service and clearly explain policies and fees over the phone. Requirements include at least 1 year in a call center or retention role, strong communication, negotiation, and multitasking abilities, with a customer-first mindset and ability to work in a

Qualifications

• Prior experience in customer retention, sales, or upselling roles.
• Minimum 1 year of call center experience required.
• Strong communication and negotiation skills.
• Ability to work in a fast-paced, customer-focused environment.
• Excellent interpersonal skills with a customer-first mindset.
• Ability to multitask while maintaining accuracy and professionalism.

Responsibilities

• Promote and retain company products and services.
• Handle inbound and outbound retention-related calls.
• Negotiate and process save/service order requests effectively.
• Deliver exceptional customer service over the phone.
• Maintain a patient, tactful, and efficient approach when interacting with customers.
• Clearly explain applicable fees, policies, and adjustments.
• Identify customer needs and recommend suitable product and service options.
• Follow structured call flows to enhance overall customer experience.
• Demonstrate strong active listening and problem-solving skills.
• Meet performance metrics including call quality, retention rate, and customer satisfaction.

Skills

Customer retention

Sales upselling

Call center experience

Communication skills

Negotiation skills

Multitasking

Customer-focused

Job description

Job Title: Call Center Retention Specialist

Location: Onsite — Augusta, GA

Pay Rate: $17/hr Benefits

Shift Timing: Monday to Friday, between 8:00 AM — 8:00 PM EST

Job Description

Key Responsibilities

• Promote and retain company products and services.
• Handle inbound and outbound retention-related calls.
• Negotiate and process save/service order requests effectively.
• Deliver exceptional customer service over the phone.
• Maintain a patient, tactful, and efficient approach when interacting with customers.
• Clearly explain applicable fees, policies, and adjustments.
• Identify customer needs and recommend suitable product and service options.
• Follow structured call flows to enhance overall customer experience.
• Demonstrate strong active listening and problem‑solving skills.
• Meet performance metrics including call quality, retention rate, and customer satisfaction.

Required Experience & Skills

• Prior experience in customer retention, sales, or upselling roles.
• Minimum 1 year of call center experience required.
• Strong communication and negotiation skills.
• Ability to work in a fast‑paced, customer‑focused environment.
• Excellent interpersonal skills with a customer-first mindset.
• Ability to multitask while maintaining accuracy and professionalism.