Customer Experience & Retention Specialist

Description

Purpose

Protect and grow company revenue by retaining customers, recovering outstanding balances, and converting service recovery interactions into renewed commitments. This role exists to reduce churn, drive incremental revenue, and improve customer lifetime value through proactive, high-touch engagement.

Key Contributions

• Own customer retention and cancellation recovery through effective service recovery conversations.
• Generate incremental revenue through outbound scheduling of Healthy Home Inspections and balance collections.
• Resolve escalated customer issues while preserving long-term customer relationships.
• Execute outbound and follow-up workflows with accuracy, urgency, and professionalism.
• Partner with Customer Care, Sales, Operations, and BOAs to ensure seamless service restoration and scheduling.

Success Metrics

• Retain = 25–35% of customers contacting to cancel service.
• Generate $X in monthly retained or recovered revenue (to be set by leadership).
• Collect = 90% of assigned outstanding balances within 30 days.
• Complete = 95% of assigned outbound calls and follow-ups within SLA.
• Resolve = 95% of escalated retention cases within 24 hours.
• Maintain = 98% accuracy in CRM notes, disposition codes, and reporting.

Growth Impact

• Protects recurring revenue by reducing customer churn and recovering at-risk accounts.
• Improves cash flow through timely and effective balance collections.
• Enables scalable growth by converting service recovery moments into sales opportunities.
• Strengthens customer trust by delivering consistent, empathetic, and solutions-focused experiences.

Capabilities & Strengths

• Persuasive Communication: Builds rapport quickly and navigates sensitive financial and cancellation conversations with confidence.
• Customer Recovery Mindset: Balances empathy with firmness to retain customers while protecting company interests.
• Execution Discipline: Manages high-volume outbound activity with strong follow-through and accuracy.

Requirements

Required Qualifications

• 2+ years of customer service experience.
• Proven success in customer retention, escalations, or collections environments.
• Proficiency in CRM systems and Microsoft Office tools.

Preferred Qualifications

• Experience in customer retention, revenue recovery, or collections roles.
• Background in service-based or recurring-revenue businesses.
• Experience partnering cross-functionally in fast-paced support or call-center environments.