Retention Specialist

Capital City Press; Baton Rouge (LA); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Long-term disability

Paternity leave

401k with company match

Paid time off

Job summary

Capital City Press in Baton Rouge, LA seeks a detail-oriented Retention Specialist to engage with existing subscribers, reduce cancellations, and resolve account concerns onsite. This full-time role requires strong communication and the ability to research accounts across multiple systems to protect revenue and boost loyalty.

The position emphasizes active listening, problem solving, and collaboration with billing, customer service, and operations to meet retention goals and educate subscribers

Qualifications

• 1-3 years of experience in customer service, retention, call center, sales, or account support preferred.
• Strong verbal and written communication skills.
• Excellent active listening and problem-solving skills.
• Comfortable handling objections, difficult conversations, and cancellation requests.
• Customer-focused with the ability to balance empathy with retention and business goals.
• Comfortable working with customer databases, CRM systems, billing systems, and other software applications.
• Strong attention to detail and organizational skills.
• Ability to remain calm, professional, and solution-oriented in challenging customer interactions.
• Goal-driven and motivated by achieving individual and team performance goals.
• Ability to learn new systems, products, and processes quickly.
• Reliable attendance and the ability to work onsite Monday-Friday.

Responsibilities

• Handle inbound and outbound retention calls and customer communications.
• Proactively engage subscribers who are considering canceling or are at risk of cancellation.
• Identify the reason for cancellation and present appropriate save offers, solutions, or alternatives.
• Resolve account, billing, delivery, login, app, and digital access concerns when possible.
• Research customer accounts and history to personalize retention conversations and determine the best solution.
• Accurately document customer interactions, outcomes, and account changes in internal systems.
• Work closely with billing, distribution, customer service, and operations teams to resolve subscriber issues.
• Meet or exceed retention, save-rate, productivity, quality, and customer service goals.
• Identify and communicate recurring cancellation reasons, service issues, and customer trends to management.
• Support retention campaigns, outreach initiatives, and other efforts designed to improve subscriber loyalty and reduce churn.
• Educate subscribers on available products, digital benefits, apps, newsletters, e-editions, and other subscription features.
• Navigate multiple systems and applications simultaneously to research accounts, process requests, and assist customers efficiently.

Skills

Customer service

Communication

Problem solving

Tools

CRM software

Billing systems

Job description

Job Title: Retention Specialist (In-Office, Full-Time)
Schedule: Monday-Friday | Onsite

Position Summary

We are seeking a detail-oriented, customer-focused Retention Specialist to join our team. This role is responsible for engaging with existing subscribers, reducing cancellations, resolving account and service concerns, and strengthening long-term customer relationships.

The ideal candidate is a strong communicator who can confidently handle challenging conversations, identify customer needs, recommend solutions, and use multiple systems to research and resolve account issues. This person should be goal-oriented, adaptable, and motivated by helping customers find value in their subscription.

Key Responsibilities

• Handle inbound and outbound retention calls and customer communications.
• Proactively engage subscribers who are considering canceling or are at risk of cancellation.
• Identify the reason for cancellation and present appropriate save offers, solutions, or alternatives.
• Resolve account, billing, delivery, login, app, and digital access concerns when possible.
• Research customer accounts and history to personalize retention conversations and determine the best solution.
• Accurately document customer interactions, outcomes, and account changes in internal systems.
• Work closely with billing, distribution, customer service, and operations teams to resolve subscriber issues.
• Meet or exceed retention, save-rate, productivity, quality, and customer service goals.
• Identify and communicate recurring cancellation reasons, service issues, and customer trends to management.
• Support retention campaigns, outreach initiatives, and other efforts designed to improve subscriber loyalty and reduce churn.
• Educate subscribers on available products, digital benefits, apps, newsletters, e-editions, and other subscription features.
• Navigate multiple systems and applications simultaneously to research accounts, process requests, and assist customers efficiently.

Qualifications

• 1-3 years of experience in customer service, retention, call center, sales, or account support preferred.
• Strong verbal and written communication skills.
• Excellent active listening and problem-solving skills.
• Comfortable handling objections, difficult conversations, and cancellation requests.
• Customer-focused with the ability to balance empathy with retention and business goals.
• Comfortable working with customer databases, CRM systems, billing systems, and other software applications.
• Strong attention to detail and organizational skills.
• Ability to remain calm, professional, and solution-oriented in challenging customer interactions.
• Goal-driven and motivated by achieving individual and team performance goals.
• Ability to learn new systems, products, and processes quickly.
• Reliable attendance and the ability to work onsite Monday-Friday.

The Advocate is an equal employment opportunity employer, committed to recruiting, developing, and promoting a diverse workforce while providing unique opportunities and career paths for our employees. We encourage applicants of all backgrounds and experience levels to apply.

Salary: Commensurate with experience

Benefits: Medical, dental, vision, Life, Short Term Disability (STD), Long Term Disability (LTD), Paternity Leave, PTO and 401k Retirement Savings company match.