Customer Retention Specialist: Renewals & Upsells

GAC 2022; Southfield (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Guardian seeks a Customer for Life Specialist to deliver superior service and implement retention strategies for customers at risk of cancelling. You will negotiate renewals and upsell, aiming to secure renewals and revenue while preserving customer satisfaction.

Responsibilities include meeting retention goals, reducing churn, and collaborating with sales and operations to retain business. Strong communication, calm handling of difficult calls, and excellent organization are essential.

Qualifications

• Excellent communication and active listening abilities.
• Ability to stay calm during difficult conversations.
• Service-oriented with strong grievance resolution skills.
• Strong organizational and attention to detail.
• Proficient with computers and learning new software.
• Knowledge of product or service area helpful.
• 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 Guardian and customer.
• Consistently meet or exceed retention productivity goals.
• Retain 70%+ of cancellation calls daily.
• Retain 70%+ of revenue related to cancellation calls.
• Resolve all customer calls within 24 hours to improve cancellation rate.
• Know competitors’ services to showcase Guardian’s advantages.
• Track expiring contracts and contact customers for renewals.
• Analyze feedback to develop new retention techniques.
• Provide excellent customer service and positive customer experience.
• Build relationships with at-risk customers for additional business.
• Collaborate with sales, operations, and field teams for retention.
• Maintain retention queue in MAS and document interactions.

Skills

Active listening

Communication skills

Customer service

Calm under pressure

Organizational skills

Tech proficiency

Product knowledge

Education

High school diploma

Job description

Guardian seeks a Customer for Life Specialist to deliver superior service and implement retention strategies for customers at risk of cancelling. You will negotiate renewals and upsell, aiming to secure renewals and revenue while preserving customer satisfaction.

Responsibilities include meeting retention goals, reducing churn, and collaborating with sales and operations to retain business. Strong communication, calm handling of difficult calls, and excellent organization are essential.