Description
The Retention Specialist is a customer support role focused on reducing churn and strengthening customer loyalty. The role handles inbound calls from customers considering account closure or external options, makes outbound calls to at-risk customers, understands customer needs, offers tailored solutions, uses SMS and email for follow-up, manages rate review requests, and contributes to SAS/TACT churn-reduction objectives. The position requires a strong customer service background, rapport-building skills, solution-focused communication, empathy, resilience, and a proactive mindset. It offers a hybrid arrangement with three days in the office and includes learning opportunities, leave, wellness initiatives, and Novated leasing.
