Customer Service Representative - Retention Support Specialist

Department: Customer Service, Retention

Location: Rancho Bernardo

Pay Rate: $23/hr, $24 Spanish Fluency, $25 French Fluency

Hours: Full time Mon - Fri 7:30am - 4pm

Job Summary

We are seeking a Customer Service Representative to join our Retention Team within a high-volume call center environment. In this role, you will engage with customers who are considering canceling or modifying their services, address concerns, and provide effective solutions to retain customer relationships. The ideal candidate is confident, empathetic, and skilled at problem-solving while balancing customer satisfaction with business goals.

Key Responsibilities

• Handle inbound and outbound customer calls related to cancellations, service concerns, and account changes
• Identify root causes of customer dissatisfaction and present appropriate retention offers or solutions
• Use consultative communication techniques to understand customer needs and build trust
• Maintain thorough and accurate documentation of customer interactions in CRM systems
• Meet or exceed individual and team performance metrics, including retention rate, call quality, and customer satisfaction
• De-escalate challenging or emotionally charged situations in a calm, professional manner
• Collaborate with supervisors and cross-functional teams to improve retention strategies

Required Qualifications

• Customer service experiencein a call center or retention-focused role
• High School Diploma or equivalent
• Proven experience handling customer objections and negotiating win-win solutions
• Strong verbal communication and active listening skills
• Ability to multitask and navigate multiple systems during calls
• Comfortable working in a performance-driven environment with defined metrics
• Proficient with CRM tools and standard office software (e.g., Microsoft Office, Google Workspace)

If you meet the above requirements and would like more details please apply today! We'd love to connect and chat about the role.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.