Customer Retention Specialist

$49,920 - $54,080/Yr

Russell Tobin - Westminster, CO

Full-time - Entry Level

Westminster, CO

Administrative and Support Services

About the position

The Customer Retention Specialist at Russell Tobin + Associates is responsible for enhancing customer satisfaction and retention through proactive engagement and effective problem-solving. This role requires a customer-centric approach, strong communication skills, and the ability to analyze data to drive retention strategies. The position is a 6+ month contract with potential for extension or conversion based on performance.

Responsibilities

• Ensure high levels of customer retention and satisfaction.
• Proactively engage with customers to understand and address their needs.
• Identify blockers to renewal and implement strategies to improve customer loyalty.
• Make outbound messages or calls to understand reasons for potential discontinuation of services.
• Take ownership of customer issues, ensuring minimal escalation and high satisfaction.
• Resolve customer needs independently and effectively.
• Communicate with customers, internal teams, and senior management to deliver exceptional service.
• Negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.
• Maintain detailed records of customer interactions and activities in Salesforce.
• Analyze data to identify trends and opportunities for improving retention and reducing churn.
• Work closely with Sales and Support Teams to handle escalations and enhance the customer experience.
• Identify, create, and deliver content to support customer adoption and engagement needs.
• Rapidly learn and efficiently navigate multiple business systems.

Requirements

• Strong customer-centric and growth mindset.
• Experience in customer service and retention.
• Excellent active listening and empathy skills.
• Strong analytical skills and a solution-oriented approach.
• Skilled in effective negotiation techniques, including identifying customer pain points and proposing solutions.
• Proficiency in using Salesforce for documenting and managing customer interactions.
• Associate's degree or equivalent education.
• 5+ years of practical experience in customer service and retention.

Nice-to-haves

• Spanish speaker preferred.

Benefits

• Comprehensive healthcare coverage (medical, dental, and vision plans)
• Supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity)
• 401(k) retirement savings plan
• Life and disability insurance
• Employee assistance program
• Identity theft protection
• Legal support
• Auto and home insurance
• Pet insurance
• Employee discounts with preferred vendors