Retention Specialist Job Description

Job summary 1

The Retention Specialist is responsible for collaborating on the development and implementation of customer retention strategies to increase loyalty and retain business. Analysis of customer feedback and account data, as negotiating with customers, is critical to the success of this role.

Duties & Responsibilities 1

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Requirements & Skills 1

Job summary 2

The Retention Specialist assists with programs focused on new employee training/onboarding/ramping. The Retention Specialist assists the new employee in the activities of the processing departments to achieve goals for customer satisfaction, safety, quality, and yield; as well as to reduce employee absenteeism and turnover - particularly with employees with less than 90 days of employment. Participates in roundtable meetings and activities, directed by the Complex HR Manage and Employee Relations Manager, to improve retention and turnover. All other duties as assigned.

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Job summary 3

As a Retention Specialist, you will be dedicated to building and maintaining strong client relationships ensuring that TCP is positioned to deliver the services agreed upon that align with the client's goals, objectives, and expectations. We educate our clients, offer advice and suggestions, problem-solve, and advocate for them. Our success is measured by their success.

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Job summary 4

The Retention Specialist provides direct support to first-generation students eligible to participate in the College’s Title III Strengthening Institutions project. The project’s goal is to develop and deliver a comprehensive, college-wide approach to addressing the needs of first-generation students to strengthen academic preparation, improve retention, increase academic success, and lead to program completion, employment, and/or transfer. As such, responsibilities include academic advising with students to ensure appropriate course selections to meet the requirements of their program of study; providing assistance in accessing academic and support services to address deficiencies and issues that would impact retention; maintaining records on student meetings and recommendations; maintaining student data for grant reporting; working with college staff; attending meetings of the project implementation team; and working closely with Recruitment and Enrollment Management and the Career and Counseling Center to ensure smooth delivery of all grant-related services and activities related to student retention.

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Job summary 5

The Retention Specialist plays an important role in achieving our customer retention ambitions. This position is the central point of coordination for all things marketing within the Aftersales group, assessing the marketing needs of the business and working with the Marketing department to turn ideas into execution. On day one you’ll bring a general understanding of Marketing principles, strong project management, critical thinking, and curiosity to lead future marketing solutions.

Duties & Responsibilities 5

Requirements & Skills 5

Job summary 6

The Retention Specialist's primary responsibilities are to process all MACD requests (upgrades, downgrades, disconnects, etc) and use Retention and Saves skills to retain and win back Business Services customers who downgrading or disconnecting services. The Business Retention Specialist will also be responsible for meeting a renewal quota and minimum customer support metrics while performing MACD functions.

Duties & Responsibilities 6

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Job summary 7

The Retention Specialist will work with our retention management team. This person will be providing customer service to promote retention initiatives, ensure proper guidelines are met, and support our customers based by managing accounts. This person will work collectively and individually to provide feedback and give proper expectations across other department teams.

Duties & Responsibilities 7

Requirements & Skills 7

Job summary 8

The Retention Specialist (RS) is a customer-facing, telephone-based role responsible for saving residential customers who have expressed a desire to cancel all or part of their services. The RS will field incoming cancellations primarily from the Customer Support Center (CSC), and from other sources such as operations, field administration, and other customer-facing functions. RS researches the customer situation, typically while on the phone with the customer, and works toward a resolution pathway that results in avoiding the cancellation.

Duties & Responsibilities 8

Requirements & Skills 8

Job summary 9

The Retention Specialist provides oversight of all case materials being returned to the retention office. The Retention Specialist will view case notes for the Field and Review staff, ensure compliance with the receipt and reconciliation of materials, and properly destroy materials by the contract along with Company’s internal requirements. Assistance will also be provided by the Retention Specialist during all Customer inspections.

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Job summary 10

We are seeking highly qualified applicants for our full-time Retention Specialist position.

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Frequently asked questions

What does a retention specialist do?

A retention specialist is a professional who works in a company to help retain customers or clients. They are responsible for developing and implementing strategies to improve customer retention rates, increase customer loyalty, and reduce customer churn.

The job duties of a retention specialist may include:

Analyzing customer data and behavior to identify patterns and trends that impact retention rates

Developing and implementing customer retention programs, such as loyalty programs, customer satisfaction surveys, and referral programs

Developing and delivering training programs for customer-facing staff to improve customer service and engagement

Managing customer relationships and responding to customer inquiries and concerns

Collaborating with other departments, such as marketing and sales, to develop customer retention strategies and initiatives

Conducting research and staying up-to-date with industry trends and best practices related to customer retention

Monitoring customer satisfaction levels and providing regular reports to senior management

Analyzing customer feedback to identify areas for improvement and recommending changes to products, services, or processes.

What skills does a retention specialist need?

To be a successful retention specialist, one needs to have a combination of technical and personal skills, including:

Strong communication and interpersonal skills to build and maintain relationships with customers and stakeholders

Analytical and problem-solving skills to identify and address complex customer retention issues

Familiarity with customer retention software and tools

Good project management skills to manage multiple retention initiatives simultaneously

Attention to detail to ensure accuracy and consistency in messaging and branding

Customer-focused mindset and empathy to understand and address customer needs and concerns

Ability to work in a fast-paced environment and handle multiple tasks simultaneously

Flexibility and adaptability to changing customer retention needs and priorities.

Overall, a retention specialist plays a critical role in improving customer retention rates and increasing customer loyalty. They must possess a combination of technical and personal skills to effectively manage customer relationships, analyze customer data, develop and implement customer retention programs, and collaborate with other departments to achieve the organization's retention goals.

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