Customer Retention & Engagement Specialist

Celero Commerce; Brentwood (TN); On-site; USD 40,000 - 60,000; Full time

Job summary

Celero Commerce in Brentwood, TN seeks a Loyalty Team Representative to retain customers, resolve concerns, and strengthen relationships through proactive account management and retention calls.

You will track interactions in CRM, collaborate with Technical Support and Sales, and strive to reduce attrition while meeting call quotas and providing excellent service. Experience in customer retention or loyalty programs is a plus.

Qualifications

• Proven experience in customer service or retention roles, ideally in a call center environment.
• Strong communication skills, both verbal and written, with empathetic support.
• Ability to manage multiple accounts and meet retention goals.
• Proficiency with CRM systems and maintaining detailed records of interactions.
• Experience with pipeline management and cross‑department collaboration.

Responsibilities

• Actively manage accounts of existing customers at risk of cancellation and provide retention solutions.
• Troubleshoot and resolve technical issues to ensure customer satisfaction.
• Review pricing concerns with customers and offer alternatives to maintain engagement.
• Conduct proactive retention calls to win back customers.
• Maintain accurate CRM notes and track follow-up actions.
• Collaborate with Technical Support and Sales to improve customer experience.

Skills

Customer service

CRM systems

Communication

Problem solving

Account management

Retention goals

Tools

CRM software

Job description

Celero Commerce in Brentwood, TN seeks a Loyalty Team Representative to retain customers, resolve concerns, and strengthen relationships through proactive account management and retention calls.

You will track interactions in CRM, collaborate with Technical Support and Sales, and strive to reduce attrition while meeting call quotas and providing excellent service. Experience in customer retention or loyalty programs is a plus.