Call Center Retention Specialist

Job Title: Call Center Retention SpecialistLocation: Onsite – South Charleston, WV Pay Rate: $17/hr + Benefits Shift 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.