Job Details

Retention Specialist (In-Office, Full-Time)

Schedule: MondayFriday | Onsite

Position Summary

We are seeking a detail-oriented and customer-focused Retention Specialist to join our team. This role is responsible for engaging with existing customers, reducing churn, resolving account concerns, and strengthening long-term customer relationships. The ideal candidate is a strong communicator, data-aware, solution-driven, and motivated to turn at-risk customers into loyal advocates.

Key Responsibilities

• Proactively contact customers at risk of canceling service
• Handle inbound and outbound retention calls and communications
• Identify customer concerns and present effective save offers and solutions
• Document customer interactions accurately in internal systems
• Analyze account history to tailor retention strategies
• Work closely with customer service, billing, and operations teams to resolve issues
• Meet or exceed retention, save-rate, and quality goals
• Provide feedback on common cancellation reasons and customer trends
• Support campaigns and outreach efforts designed to improve customer loyalty

Qualifications

• 13 years of experience in customer service, retention, call center, or account support roles preferred
• Strong communication and active listening skills
• Confident handling objections and negotiating solutions
• Comfortable working with customer databases and CRM systems
• Detail-oriented with strong organizational skills
• Ability to remain calm and professional in challenging conversations
• Goal-driven and performance-minded
• Proficient with basic computer applications

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.