Call Center Retention Specialist

Job Title: Call Center Retention Specialist

Location: Onsite – South Charleston, WVPay Rate: $17/hr + BenefitsShift Timing: Monday to Friday, between 8:00 AM – 8:00 PM EST

Job Description

Key Responsibilities

• Promote and retain company products and services.
• Handle inbound and outbound retention-related calls.
• Negotiate and process save/service order requests effectively.
• Deliver exceptional customer service over the phone.
• Maintain a patient, tactful, and efficient approach when interacting with customers.
• Clearly explain applicable fees, policies, and adjustments.
• Identify customer needs and recommend suitable product and service options.
• Follow structured call flows to enhance overall customer experience.
• Demonstrate strong active listening and problem‑solving skills.
• Meet performance metrics including call quality, retention rate, and customer satisfaction.

Required Experience Skills

• Prior experience in customer retention, sales, or upselling roles.
• Minimum 1 year of call center experience required.
• Strong communication and negotiation skills.
• Ability to work in a fast‑paced, customer‑focused environment.
• Excellent interpersonal skills with a customer-first mindset.
• Ability to multitask while maintaining accuracy and professionalism.