Customer Retention Specialist - Experigreen

Customer Retention Specialist - ExperigreenThe Customer Retention Specialist is responsible for handling customer cancellation requests with the goal of retaining accounts whenever possible. This role focuses on understanding customer concerns, addressing objections, and presenting appropriate retention solutions while maintaining a positive customer experience. Customer Retention Specialist are expected to balance strong save performance with ethical, customer-focused communication, using approved language, probing techniques, and de-escalation strategies. Retention & Save ConversationsHandle inbound and transferred customer calls where cancellation intent is expressed Use probing questions to identify the true reason for cancellation Present retention options and solutions aligned with customer needs Clearly explain program value, service timing, and expectations Retain customers whenever appropriate while respecting customer decisions Performance ExpectationsMaintain a weekly save rate target of 3540%, based on legitimate cancellation attempts Demonstrate consistent performance across peak and off-peak seasons Balance save rate performance with customer satisfaction and call quality standards Call Quality & Customer ExperienceConduct professional, empathetic, and solution-focused conversations Use approved Power Phrases and avoid restricted language De-escalate emotional or frustrated customers effectively Maintain control of the conversation without sounding scripted or pushy Documentation & Follow-UpAccurately document call outcomes, save attempts, and customer decisions Apply retention offers and account updates correctly Flag recurring issues or trends for leadership review Team & Process CollaborationParticipate in coaching sessions, call reviews, and ongoing training Apply feedback to improve save performance and call effectiveness Support team goals related to retention, customer experience, and revenue protection Required Qualifications 13 years of experience in customer service, inside sales, or retention Proven ability to handle objections and influence customer decisions ethically Strong verbal communication and listening skills Comfort discussing pricing, service expectations, and alternatives Ability to perform in a metrics-driven environment Preferred QualificationsPrevious experience in a save desk, retention, or inside sales role Experience working with cancellation or at-risk customers Familiarity with CRM systems and call center technology Skills & CompetenciesPersuasive but customer-first communication Emotional intelligence and de-escalation Active listening and probing Resilience and consistency under pressure Accountability for performance metrics Compensation & Benefits Competitive-based hourly pay with commission-based incentives. Comprehensive benefits package including medical, dental, vision, and 401(k) match. Paid holidays and vacation Supportive, team-oriented work environment. Work Conditions This position is performed in a professional call center environment with the potential to be remote. Work is primarily sedentary, requiring extended periods of sitting at a workstation. Customer Retention Specialist regularly use computers, phones/headsets, and multiple software systems throughout the workday. The role requires the ability to view a computer screen for extended periods and perform repetitive tasks such as typing and mouse use. The work environment may be fast-paced, with frequent inbound and outbound customer interactions. The position requires clear verbal communication and the ability to listen attentively while multitasking. Schedules may include set shifts, peak seasonal workloads, and occasional schedule adjustments based on business needs. Range: $19.00 - $22.00 per hour Location: Mishawaka ExperiGreen is looking for highly motivated individuals who meet the following criteria: High School diploma or equivalent Valid Driver's License Strong verbal and written communication skills Ability to work independently and part of a team ExperiGreen employees will enjoy: Paid Vacation Time Full-range of Benefits: Medical, Vision, Dental 401K Retirement Plan Fast-paced / Great Work Environment Paid Company Training As an equal opportunity employer, ExperiGreen recruits, hires, trains, compensates and promotes employees without regard to race, sex, color, religion, age, disability, origin, disability or veteran status.