Retention & Customer Care Specialist

Celero Commerce; Atlanta (GA); On-site; USD 38,000 - 52,000; Full time

Job summary

Celero Commerce is seeking a Loyalty Team Representative in Atlanta to drive customer retention and resolve concerns. You will manage at-risk accounts, perform rate reviews, provide technical support, and conduct retention calls to win back customers.

You will document interactions in the CRM, collaborate with Technical Support and Sales, and strive to meet call quotas while delivering a seamless, satisfying customer experience.

Qualifications

• Experience in customer service or retention roles, preferably in a call center.
• Strong verbal and written communication, with empathetic support.
• Able to manage multiple accounts and meet call/retention goals.
• Proficient with CRM systems and detailed record-keeping.
• Technical aptitude to troubleshoot issues and navigate support tools.

Responsibilities

• Actively manage accounts at risk of cancellation and provide retention solutions.
• Troubleshoot technical issues to ensure customer satisfaction.
• Conduct rate reviews and offer pricing alternatives to maintain engagement.
• Reach out for proactive retention calls to win back customers.
• Document interactions in the CRM and track follow-up actions.
• Collaborate cross-functionally with Technical Support and Sales.

Skills

Customer service

Retention

CRM systems

Communication

Problem-solving

Multi-tasking

Technical aptitude

Team collaboration

Call center experience

Tools

CRM systems

Job description

Celero Commerce is seeking a Loyalty Team Representative in Atlanta to drive customer retention and resolve concerns. You will manage at-risk accounts, perform rate reviews, provide technical support, and conduct retention calls to win back customers.

You will document interactions in the CRM, collaborate with Technical Support and Sales, and strive to meet call quotas while delivering a seamless, satisfying customer experience.