About this role
Job Summary
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.
Competencies & KPIs
- Persua sive and results-driven
- Customer-focused and empathetic mindse t
- Critical thinking
- Strong professional communication skills
- Strong ethical standards
- Save Rate
- Cancellation Rate
- Agent utilization rate
Skills, Physical Demands & Work Environment
- 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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