Client Retention & Reactivation Specialist

Express Employment Professionals; Town of Texas (WI); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Competitive pay

Career growth

CRM experience

Team environment

Job summary

Express Employment Professionals in Round Rock, TX is seeking a proactive Client Retention & Reactivation Specialist to reconnect with inactive clients, rebuild relationships, and drive renewed business activity. This role focuses on outbound communication, customer engagement, and relationship building in a professional B2B environment.

Ideal candidates will identify client needs, gather feedback, and help bring clients back into active service, with a clear path into client success, account

Qualifications

• Experience in client retention, inside sales, account follow-up, or administrative outreach.
• Strong written and verbal communication skills.
• Comfortable making outbound calls and sending professional follow-up emails.
• Strong listening skills and ability to capture accurate information.
• Highly organized with the ability to manage follow-up tasks.
• Basic computer skills (Outlook, Excel, Teams, CRM systems).
• Professional, dependable, and customer-focused approach.

Responsibilities

• Contact inactive or former clients via phone and email to reintroduce services.
• Identify reasons for inactivity and clearly document customer feedback.
• Encourage clients to restart services, request work, or reconnect with internal teams.
• Maintain accurate records of outreach, responses, and follow-up actions in CRM systems.
• Provide clients with information on services, timelines, and processes.
• Escalate qualified opportunities, questions, and concerns to appropriate team members.
• Follow outreach scripts and templates while personalizing communication.
• Track activity and prepare updates on engagement, trends, and opportunities.

Job description

Job Description

Job Title: Client Retention & Reactivation Specialist | Client Success | Account Follow-Up
Pay: $20–$25 per hour
Location: Round Rock, TX (On-site)

About the Opportunity

We are seeking a proactive and detail-oriented Client Retention & Reactivation Specialist to reconnect with inactive clients, rebuild relationships, and drive renewed business activity. This role is ideal for someone who enjoys outbound communication, customer engagement, and relationship building in a professional B2B environment. This role is a strong entry point into client success, account management, or inside sales career paths

You’ll play a key role in identifying client needs, gathering valuable feedback, and helping bring clients back into active service.

Key Responsibilities

• Contact inactive or former clients via phone and email to reintroduce services
• Identify reasons for inactivity and clearly document customer feedback
• Encourage clients to restart services, request work, or reconnect with internal teams
• Maintain accurate records of outreach, responses, and follow-up actions in CRM systems
• Provide clients with information on services, timelines, and processes
• Escalate qualified opportunities, questions, and concerns to appropriate team members
• Follow outreach scripts and templates while personalizing communication
• Track activity and prepare updates on engagement, trends, and opportunities

Qualifications

• Experience in client retention, inside sales, account follow-up, or administrative outreach
• Strong written and verbal communication skills
• Comfortable making outbound calls and sending professional follow-up emails
• Strong listening skills and ability to capture accurate information
• Highly organized with the ability to manage follow-up tasks
• Basic computer skills (Outlook, Excel, Teams, CRM systems)
• Professional, dependable, and customer-focused approach

Preferred Skills

• Experience in client retention, reactivation campaigns, or lead generation
• Familiarity with CRM tools such as Salesforce or similar systems
• Ability to prioritize outreach from structured call lists
• Experience working with business customers in a professional environment
• Exposure to service-based, compliance-driven, or recurring revenue industries is a plus

Success Metrics

• Number of inactive clients contacted and engaged
• Qualified conversations and follow-up opportunities created
• Clients successfully reactivated or transitioned to sales teams
• Accuracy and completeness of CRM notes and activity tracking

Benefits and Perks

• Competitive hourly pay
• Clear path to long-term employment and career growth
• Valuable experience in customer success, inside sales, and account management
• Supportive, team-oriented work environment
• Opportunity to build communication, sales, and CRM skills
• Stable, structured role with defined goals and measurable impact