Customer Retention Specialist

Guardian Alarm; Detroit (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Guardian Alarm in Detroit is seeking a Customer for Life Specialist to deliver exceptional customer service by implementing retention strategies, addressing at‑risk customers, and securing renewals or saves.

You will negotiate renewals, upsell products and services, track expiring contracts, and collaborate with sales, operations and field service teams to improve retention. A high school diploma and customer service experience are required for this on‑site, full‑time role.

Qualifications

• Excellent communication including active listening.
• Remain calm and in control during difficult conversations.
• Service-oriented and able to resolve customer grievances.
• Strong organizational and attention to detail skills.
• Proficient computer skills with the ability to learn new software.
• Knowledge of or ability to learn product or service areas.
• High school diploma or equivalent.
• Customer service experience required.
• Some experience with the product or service preferred.

Responsibilities

• Negotiate renewals or saves to retain customers and upsell products and services.
• Perform customer negotiation and reach fair conclusions for both Guardian and customer.
• Consistently meet or exceed retention productivity goals.
• Retain an average of 70% or better of cancellation calls daily.
• Retain an average of 70% or better of revenue relating to cancellation calls.
• Resolve all customer calls within 24 hours to improve cancellation rate.
• Ensure knowledge of competitors’ services to demonstrate Guardian features and advantages.
• Track contracts that are soon to expire and contact customers for renewals.
• Analyze feedback to develop new retention techniques.
• Provide excellent customer service and a positive customer experience.
• Build relationships with at-risk customers for additional business.
• Work with sales, operations and field service teams to assist in retention.
• Maintain retention queue in MAS and document all contacts.

Skills

Excellent communication

Active listening

Calm under pressure

Customer-focused

Organizational skills

Attention to detail

Computer literacy

Education

High school diploma or equivalent

Job description

The Customer for Life Specialist is responsible for delivering exceptional customer service and solutions through implementation of customer retention strategies to increase loyalty and retain business. Individuals in this role work directly with customers who are at risk of cancelling services by addressing complaints and implementing retention strategies with the goal of increasing satisfaction and securing customer renewals or saves.

• Negotiate renewals or saves to retain customers and upsell products and services
• Perform customer negotiation and reach a fair conclusion from both Guardian and customer perspectives
• Consistently meet or exceed retention productivity goals
• Retain an average of 70% or better of all cancellation calls received each day
• Retain an average of 70% or better of all revenue relating to cancellation calls
• Resolve all customer calls within 24 hours to improve overall cancellation rate
• Ensure knowledge of competitors’ services in order to demonstrate Guardian’s features and benefits advantages over the competition
• Tracks contracts that are soon to expire and contact customers directly for renewals
• Analyze customer feedback to develop new techniques to ensure customer retention
• Provide excellent customer service and ensure a positive customer experience
• Build positive working relationships with customers at risk of cancelling for additional/repeat business purposes
• Works closely with sales, customer operations and field service teams to assist in customer retention when necessary
• Maintain current retention queue in MAS and document all pertinent information following all customer contacts

Required Skills, Abilities, Education & Experience:

• Excellent communication skills including active listening.
• Ability to remain calm and in control during difficult conversations.
• Service-oriented and able to resolve customer grievances.
• Strong organizational and attention to detail skills
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
• High school diploma or equivalent.
• Customer service experience required.
• Some experience with the product or service to which the specialist will be assigned preferred.

General Purpose & Essential Duties:

The Customer for Life Specialist is responsible for delivering exceptional customer service and solutions through implementation of customer retention strategies to increase loyalty and retain business. Individuals in this role work directly with customers who are at risk of cancelling services by addressing complaints and implementing retention strategies with the goal of increasing satisfaction and securing customer renewals or saves.

• Negotiate renewals or saves to retain customers and upsell products and services
• Perform customer negotiation and reach a fair conclusion from both Guardian and customer perspectives
• Consistently meet or exceed retention productivity goals
• Retain an average of 70% or better of all cancellation calls received each day
• Retain an average of 70% or better of all revenue relating to cancellation calls
• Resolve all customer calls within 24 hours to improve overall cancellation rate
• Ensure knowledge of competitors’ services in order to demonstrate Guardian’s features and benefits advantages over the competition
• Tracks contracts that are soon to expire and contact customers directly for renewals
• Analyze customer feedback to develop new techniques to ensure customer retention
• Provide excellent customer service and ensure a positive customer experience
• Build positive working relationships with customers at risk of cancelling for additional/repeat business purposes
• Works closely with sales, customer operations and field service teams to assist in customer retention when necessary
• Maintain current retention queue in MAS and document all pertinent information following all customer contacts

Required Skills, Abilities, Education & Experience:

• Excellent communication skills including active listening.
• Ability to remain calm and in control during difficult conversations.
• Service-oriented and able to resolve customer grievances.
• Strong organizational and attention to detail skills
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
• High school diploma or equivalent.
• Customer service experience required.
• Some experience with the product or service to which the specialist will be assigned preferred.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.