Customer Retention Specialist

Our client, is seeking a skilled Customer Retention Specialist to support a high-volume seasonal customer experience team.

The Customer Retention Specialist will manage escalated customer conversations across phone, chat, and email. You will uncover the root cause of dissatisfaction, provide tailored solutions, and protect the customer experience while supporting retention and revenue goals.

Position Details

• Employment Type: Freelance / Seasonal
• Start Date: ASAP
• Pay Rate: $23–$25 per hour
• Work Arrangement: Fully remote
• Schedule: Monday–Friday, 8:00 AM–5:00 PM PST
• Weekend Requirement: None
• Assignment End Date: Tentatively through the end of January, with potential for extension
• Equipment: Candidates with their own reliable work equipment are preferred

What You’ll Do

• Manage escalated customer contacts involving refund requests, cancellations, dissatisfaction, product concerns, and trade-in inquiries.
• Communicate with customers by phone, chat, and email using a polished, white-glove service approach.
• Identify the underlying reason for a customer’s concern and recommend an appropriate retention solution.
• Offer approved options such as troubleshooting, product education, exchanges, trade-in support, extended trial guidance, or concessions within established policy.
• Provide clear, accurate coaching on product use, customer expectations, and recommended timelines to build confidence and reduce churn.
• Apply refund, cancellation, and retention workflows consistently while maintaining appropriate boundaries.
• Document customer interactions, outcomes, and disposition details accurately in the CRM.
• Track recurring objections and churn drivers, sharing insights with team leads and quality teams.
• Support performance goals related to save rate, retained revenue, customer satisfaction, and resolution quality.
• Escalate legal, medical-claim, or reputational concerns according to established procedures.

What We’re Looking For

• Minimum 3 years of customer service experience across phone, chat, and email channels.
• Previous experience in customer retention, customer success, account management, sales, or a save-focused support role.
• Demonstrated ability to handle difficult conversations with professionalism, empathy, and confidence.
• Comfort taking customer phone calls and de-escalating sensitive or high-stakes situations.
• Strong verbal and written communication skills with a calm, solutions-oriented approach.
• Ability to uphold policies while preserving a positive customer relationship.
• Comfort working in CRM and e-commerce tools; experience with platforms such as Gorgias, Aircall, and Shopify is preferred.
• Ability to work independently, manage competing priorities, and remain productive in a remote environment.
• Experience supporting e-commerce, apparel, beauty, consumer packaged goods, wellness, or lifestyle brands is preferred.