Customer Retention & Solutions Specialist

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

Job summary

Celero Commerce in Brentwood, TN is seeking a Loyalty Team Representative to retain customers, resolve concerns and strengthen relationships to reduce attrition. You will manage a customer pipeline, track interactions in the CRM, and collaborate with cross-functional teams to ensure a seamless customer experience.

Success depends on clear communication, relationship management, and a proactive approach to account management, including handling rate reviews and retention calls to win back at-risk

Qualifications

• Proven experience in customer service or retention roles.
• Strong communication and problem-solving skills.
• Ability to manage multiple accounts and meet retention goals.
• Experience with CRM systems and documenting interactions.

Responsibilities

• Actively manage accounts at risk of cancellation to improve retention.
• Troubleshoot and resolve technical issues to ensure satisfaction.
• Conduct rate reviews and present alternatives to retain customers.
• Make proactive retention calls and follow up on customer needs.
• Document interactions in the CRM and manage the pipeline.
• Collaborate with Technical Support and Sales to enhance the customer experience.

Skills

Customer service

Retention expertise

CRM proficiency

Communication skills

Problem-solving

Tools

CRM systems

Job description

Celero Commerce in Brentwood, TN is seeking a Loyalty Team Representative to retain customers, resolve concerns and strengthen relationships to reduce attrition. You will manage a customer pipeline, track interactions in the CRM, and collaborate with cross-functional teams to ensure a seamless customer experience.

Success depends on clear communication, relationship management, and a proactive approach to account management, including handling rate reviews and retention calls to win back at-risk