Customer Retention Specialist

• Utilize professionalism, communication skills and acquired product knowledge to provide a high-quality experience to sell (new customers), handle difficult customers (retain customers) and assist with customer needs.
• Take inbound cancellation calls, difficult customer calls and general coverage questions using a “professional sales” approach that displays strong sales skills, product knowledge and technical expertise.
• Capture customer needs and information for data entry into the computer system and handle system transactions in a timely, professional, and accurate manner.
• Handle customer and/or client inquiries regarding account status and provide follow-up, if necessary.
• Process customer requests such as cancellations, enrollment renewals and any inquiries that a customer might have.
• Provide customers with available options and additional coverage according to state/warranty requirements.
• Perform special projects and/or other duties as assigned.

• High School diploma, GED or equivalent.
• Minimum 2 years’ experience in a high-volume customer sales
• Ability to perform in a fast-paced environment with minimal direct supervision.
• Able to handle a large volume of phone calls and have strong sales/retention and customer service knowledge.
• Excellent customer service and organizational skills.
• Good systems and PC skills and proficiency.
• Excellent verbal and written communication skills.
• Possess problem solving skills and be highly self-motivated.
• Must be detail oriented and have the ability to follow through on assignments.

• Previous work experience in the insurance and home warranty industry is a plus.
• Bilingual in Spanish/English is a plus and a preferred skill that will be paid at a premium.
• Multiple years of experience in a high-volume sales/retention service environment is a plus.
• Experience with both B2B and B2C sales/retention and service experience preferred.

Cinch Home Services