Customer Retention Associate – Voice
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Retention Associate managing inbound inquiries and outbound calls for retention solutions. Focused on upselling products and enhancing customer loyalty within a remote environment.
Responsibilities:
- Make outbound calls to customers — save accounts, offer solutions, and close retention conversations with confidence (~100 calls per day)
- Upsell and cross-sell relevant products based on customer needs and purchase history (50% success rate from connected calls)
- Handle inbound inquiries via live chat and phone — order updates, returns, exchanges, refunds, and product inquiries
- Coordinate with internal teams and 3PL partners to resolve shipping or fulfillment issues
- Maintain accurate and complete customer interaction records
- Identify recurring issues and suggest improvements to processes or templates
- Meet or exceed performance targets for response time, resolution rate, and customer satisfaction
- Perform other customer experience–related tasks as assigned (responsibilities are not limited to the above and may evolve based on team needs and performance)
Requirements:
- Minimum 1 year of solid experience in customer retention, inbound/outbound upselling, or sales
- Sales-driven with strong closing, persuasion, and objection-handling skills
- Excellent spoken and written English —strong phone presence with a neutral or international accent
- Familiarity with Slack, Shopify, Freshdesk, Zendesk, or similar helpdesk platforms
- Able to manage live conversations across chat and phone simultaneously
- Reliable, proactive, and comfortable working independently in a remote setup
- Must be available for training (Tuesday–Saturday, 4 AM–12 NN PHT); shift schedule to be discussed, with preference to those that can work in different time zone and weekend
Benefits:
- Remote-first, results-driven culture
- Opportunity to grow within the CS and retention function as the team scales
- Be part of building something from the ground up
Similar Jobs
Retention Manager
Client Retention Manager managing relationships with existing trading clients at a global fintech group. Build trust, deliver excellent service, and support long-term client growth.
Quality Retention Specialist
Quality Retention Specialist at Alignment Health supporting members' health care needs and disenrollment requests. Collaborating with various departments to enhance member experience in a customer-focused role.
Clinical Retention Specialist – Central
Clinical Retention Specialist for the Central region enhancing diabetes care through Omnipod products. Focusing on education, patient engagement, and customer retention in a clinical setting.
Senior Clinical Retention Specialist – North (MA, NY, PA, NJ, ME, CT, RI, NH, VT)
Sr. Clinical Retention Specialist focused on diabetes management, providing advanced clinical education and support for Omnipod users. Collaborating with healthcare providers and managing regional retention efforts.
Senior Clinical Retention Specialist, South Central
Senior Clinical Retention Specialist focusing on long-term product adoption for diabetes management. Engaging with patients and healthcare providers to promote Omnipod products in the South Central region.
Clinical Retention Specialist – South Central
Clinical Retention Specialist enhancing Omnipod usage for diabetes patients. Engaging healthcare providers and fostering long-term therapy adoption across multiple US states.
Clinical Retention Specialist – South Region
Clinical Retention Specialist enhancing long-term adoption of Omnipod products for diabetes care. Engaging customers and healthcare providers through targeted education and support.
Senior Clinical Retention Specialist, Central Region
Sr. Clinical Retention Specialist focused on diabetes therapy support and retention strategies. Collaborating with cross-functional teams while delivering personalized clinical education and managing complex scenarios.
Clinical Retention Specialist
Clinical Retention Specialist working in the South Central region to enhance diabetes management through education and retention strategies. Collaborating with healthcare providers to support and retain patients using Omnipod therapy.
Senior Clinical Retention Specialist – Mid-Atlantic
As a Sr. Clinical Retention Specialist, you'll enhance diabetes product adoption for patients. Requires expertise and autonomous engagement to manage clinical scenarios and support healthcare providers.
Clinical Retention Specialist – Mid-Atlantic
Clinical Retention Specialist at Insulet enhancing long-term adoption of Omnipod products for diabetes management. Collaborating with healthcare providers to improve patient outcomes for diabetes care.
Customer Retention Specialist
Customer Retention Specialist educating and supporting pet owners for Trupanion's pet medical insurance. Managing customer inquiries and ensuring retention through empathy and exceptional service.
Retention Specialist
Customer Retention Specialist at ELVTR handling client retention and billing inquiries. Providing administrative support and ensuring smooth operations with customer records and cross-functional teams.
Retention Specialist
Retention Specialist managing client relationships, handling billing inquiries, and providing administrative support at ELVTR, an online education platform specializing in live courses.
Patient Retention Specialist
Patient Retention Specialist enhancing patient retention and conversion strategies for Carda Health. Collaborating with clinical teams to support cardiac rehab patients through remote engagement.
Customer Retention Representative
Customer Retention Representative at Veta Virtual engaging inactive customers for a fintech client. Utilizing consultative selling techniques to drive customer re-engagement and retention.
Member Support – Retention Specialist
Join JumpstartMD as a Member Support Specialist to enhance member experiences and provide exceptional support. Engage with members for retention, billing inquiries, and inventory management.
Retention Specialist
Retention Specialist within Native Pest Management handling customer complaints and improving retention rates in their pest control services. Seeking motivated candidates to enhance customer relationships.
Sales Retention Specialist
Sales Retention Specialist at ServiceTitan, focusing on customer retention and effective transitions. Involves direct customer interactions and collaboration with various internal teams.
Customer Loyalty Advocate
Customer Loyalty Advocate managing inbound customer inquiries while promoting product utilization and customer satisfaction in the healthcare technology industry.