Digital Retention Specialist

Salt Digital Recruitment; Westminster (CO); Hybrid; USD 34,000 - 83,000; Full time

Job summary

Salt Digital Recruitment seeks a Customer Retention Specialist for a 6-month contract-to-hire in Westminster, CO. The role is hybrid (3 days in-office, 2 remote) and focuses on proactive engagement, issue resolution, and reducing churn.

You will analyze customer data, engage with stakeholders, and drive adoption while maintaining records in Salesforce. Spanish/Portuguese bilingualism is a plus.

Qualifications

• Associate's degree or equivalent.
• 5+ years of hands-on customer service and retention experience.
• Proficiency with Salesforce.
• Fluency in Spanish and/or Portuguese is a plus.

Responsibilities

• Engage with customers via outbound calls/messages to address potential discontinuation.
• Own customer issues, resolve them, and minimize escalations.
• Deliver exceptional service while coordinating with teams and leadership.
• Negotiate to overcome adoption barriers and resolve pain points.
• Maintain detailed Salesforce records of interactions and activities.
• Analyze data to identify trends and drive retention strategies.
• Collaborate with Sales/Support to manage escalations and improve experience.
• Create content to support customer adoption and engagement.
• Learn and navigate multiple systems to complete tasks efficiently.

Skills

Customer service

Retention

Empathy

Analytical thinking

Negotiation

Time management

Communication

Stakeholder management

Data-driven

Education

Associate's degree

Tools

Salesforce

Job description

6-Month Contract | Westminster, CO - Hybrid

Our client, a leading player in the digital technology space, is seeking a Customer Retention Specialist to join their team on a 6-month contract-to-hire basis. This role is based in Westminster, CO, with a hybrid schedule (3 days in-office, 2 days remote). This position plays a key role in driving customer satisfaction and retention, with a focus on proactive engagement, issue resolution, and strategies to reduce churn. The successful candidate will bring a customer-first mindset, excellent communication skills, and the ability to use data to identify and act on opportunities for improving the customer experience.

Key Responsibilities:

• Engage with customers via outbound calls and messages to identify and address reasons for potential discontinuation of services.
• Take ownership of customer issues, resolving them independently and ensuring minimal escalation.
• Deliver exceptional service while communicating with customers, internal teams, and leadership.
• Negotiate directly with customers to overcome adoption barriers and resolve pain points.
• Maintain detailed records of customer interactions and activities in Salesforce.
• Analyze customer data to identify trends and develop strategies to improve retention.
• Collaborate with Sales and Support Teams to manage escalations and enhance the overall experience.
• Create and deliver content that supports customer adoption and engagement.
• Rapidly learn and navigate multiple business systems to ensure seamless task completion.

Required Skills & Experience:

• Strong customer-centric and growth mindset.
• Proven experience in customer service and retention roles.
• Excellent listening and empathy skills to understand customer perspectives.
• Analytical thinker with strong problem-solving abilities.
• Skilled negotiator, able to identify pain points and achieve positive outcomes.
• Strong time management skills and ability to thrive in a fast-paced environment.
• Excellent written and verbal communication abilities.
• Collaborative and professional, with the ability to work with stakeholders at all levels.
• Trustworthy and able to handle sensitive information with integrity.

Education & Experience

Associate's degree or equivalent.

5+ years of hands-on experience in customer service and retention.

Proficiency with Salesforce.

Additional Requirements

• Fluency in Spanish and/or Portuguese is a plus.
• Must live within 1 hour of Westminster, CO.
• Hybrid role: 3 days in-office, remainder remote.

Salt is acting as an Employment Business in relation to this vacancy.