Loyalty & Retention Specialist

Celero Commerce; Fort Worth (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

Celero Commerce is seeking a Loyalty Team Representative to retain customers, resolve concerns, and strengthen relationships. You will manage at-risk accounts, provide technical support, and conduct retention calls to win back customers, while collaborating with cross-functional teams to ensure a seamless experience.

The role emphasizes proactive communication, problem-solving, and adherence to call quotas while maintaining detailed CRM records and contributing to overall customer satisfaction.

Qualifications

• Proven experience in customer service or retention roles.
• Strong communication skills, both verbal and written.
• Ability to manage multiple accounts and meet call/retention goals.
• Experience with CRM systems and maintaining accurate records.

Responsibilities

• Actively manage accounts of existing customers at risk of cancellation.
• Troubleshoot and resolve technical issues to ensure satisfaction.
• Address pricing concerns and offer solutions to keep customers engaged.
• Reach out to churned customers to understand reasons and win them back.
• Document interactions in the CRM and ensure follow-up actions are logged.
• Collaborate with Technical Support and Sales to resolve issues and improve experience.

Skills

Communication skills

Problem solving

CRM proficiency

Account management

Retention

Job description

Celero Commerce is seeking a Loyalty Team Representative to retain customers, resolve concerns, and strengthen relationships. You will manage at-risk accounts, provide technical support, and conduct retention calls to win back customers, while collaborating with cross-functional teams to ensure a seamless experience.

The role emphasizes proactive communication, problem-solving, and adherence to call quotas while maintaining detailed CRM records and contributing to overall customer satisfaction.