Retention Specialist

Retrēv, LLC; Pensacola (FL); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement plan

Paid time off

Job summary

Retrēv, LLC is seeking a Retention Specialist to support firm relationships and drive overall account success. This role serves as a key liaison between our firm accounts and internal departments, ensuring consistent communication, timely follow-through, and a high-quality service experience from onboarding through ongoing support.

The ideal candidate is highly organized, proactive, solutions-driven, and comfortable managing multiple firm relationships and priorities in a fast-paced environment.

Qualifications

• 2+ years in account support, customer success, firm relations or similar
• Strong written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and critical-thinking skills
• Excellent organization and attention to detail
• Ability to work across multiple departments and levels of leadership
• Proficiency with Microsoft Office and business communication tools
• Dependable, professional, and accountable

Responsibilities

• Build and maintain strong, professional relationships with new and existing firms.
• Serve as a primary point of contact for assigned firm accounts.
• Support onboarding, implementation, ongoing service, and relationship maintenance.

Skills

Communication skills

Multitasking

Cross-functional collaboration

Organization

Problem-solving

Attention to detail

Microsoft Office

Professionalism

Education

Bachelor's degree in business/related field

Tools

Microsoft Office

Job description

Retrēv partners with litigation teams to provide structure and clarity across the workflows that keep cases moving forward. Through our integrated legal support services, we help firms reduce administrative burden, improve visibility, and stay focused on advancing their cases.

Our team works collaboratively across departments to provide responsive, reliable support and a consistent experience for the firms we serve.

About the Role

Retrēv is seeking a Retention Specialist to support firm relationships and overall account success.

This role serves as a key liaison between our firm accounts and internal departments, helping ensure consistent communication, timely follow-through, and a high-quality service experience from onboarding through ongoing support.

The ideal candidate is highly organized, proactive, solutions-driven, and comfortable managing multiple firm relationships and priorities in a fast-paced environment.

Key Responsibilities

• Build and maintain strong, professional relationships with new and existing firms.
• Serve as a primary point of contact for assigned firm accounts.
• Support firms throughout onboarding, implementation, ongoing service, and relationship maintenance.
• Respond to firm questions, concerns, and service-related issues professionally and promptly.
• Proactively identify potential concerns and coordinate internally to resolve issues before they escalte.
• Monitor open issues and ensure appropriate follow-up through resolution.
• Act as a liaison between firms and internal teams to support alignment and accountability.
• Coordinate with operations, retrieval, quality, and leadership teams regarding firm needs and priorities.
• Assist with firm reports, account summaries, service updates, and routine communications.
• Monitor account activity, service trends, and firm feedback.
• Identify opportunities to improve communication, service quality, and the overall firm experience.
• Share firm feedback and trends with leadership to support retention and continued improvement.

Qualifications

• 2+ years of experience in account support, customer success, firm relations, client services, or a similar firm-facing role.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and critical-thinking skills.
• Excellent organization and attention to detail.
• Ability to work effectively across multiple departments and levels of leadership.
• Proficiency with Microsoft Office and general business communication tools.
• Dependable, professional, and highly accountable.

Preferred Experience

Experience in legal support services, medical record retrieval, healthcare support services, account management, firm onboarding, service coordination, reporting, or service tracking is preferred.

A bachelor's degree in business, communications, marketing, healthcare administration, or a related field is preferred but not required with equivalent practical experience.

Benefits

Retrēv offers a full benefits package, including:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off