Retention Specialist

Safe Streets; Lehi (UT); On-site; USD 42,000 - 64,000; Full time

Job summary

Ultipro is seeking a Retention Specialist to reduce customer cancellations and protect recurring revenue in a subscription-based environment. You will resolve concerns, negotiate solutions, and strengthen long-term customer relationships to safeguard contract value.

The role requires handling high‑volume calls, collaborating with sales and support teams, and prioritizing customer satisfaction while meeting performance targets.

Qualifications

• GED/HS required.
• 1–2 years in sales, customer service or retention preferred.
• Strong interpersonal skills and problem solving are essential.

Responsibilities

• Handle escalated cancellation requests and high‑risk accounts.
• Identify root causes for cancellations and provide tailored solutions.
• Contact customers via phone, email and written correspondence to resolve escalations.
• Negotiate save offers, service adjustments and payment solutions.
• Collaborate with sales, billing and support teams to resolve concerns.
• Maintain a professional, persuasive approach and focus on preserving ARR.

Skills

Customer service

Negotiation

Communication

Empathy

Critical thinking

Education

GED/HS

Job description

The Retention specialist is responsible for reducing customer cancellations and preserving recurring revenue by resolving concerns , negotiating solutions, and strengthening customer relationships. This role plays a critical part in protecting long term contract value in a subscription-based home security environment .

Essential Functions and Responsibilities

The essential functions listed below are representative of the duties required to successfully perform this role. Reasonable accommodation ( s ) may be made to enable individuals with disabilities to perform the essential functions.

Handle escalated cancellation requests and high-risk accounts.

Identify root causes for cancellation and provide tailored solutions.

Contact customers via phone, email and written correspondence to resolve escalations and cancellations.

Negotiate save offers, service adjustments, payment solutions, and contract rene wals

Foster a positive, result driven team culture.

Negotiate payment plans in accordance with company policy.

Collaborate with sales, billing, technical support, and field operati on leaders to resolve customer concerns.

Persua sive and results-driven

Customer-focused and empathetic mindse t

Critical thinking

Strong ethical standards

Save Rate

Must be able to lift up to 25 lbs. and sit or stand for periods throughout the work day .

Work is performed in an office setting

Available to accommodate varying schedule needs

High call volume and performance-based environment

Must be able to speak clearly and professionally on the phone

Licenses, Certifications, & Educational Requirements

All SafeStreets employees must be 18 years of age or older.

Education required GED/HS

Sales, Customer Service and/or Retention experience of at least 1-2 years preferred

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.