Retention Specialist

Job Title: Retention Specialist (In-Office, Full-Time)
Schedule: Monday–Friday | Onsite

Position Summary

We are seeking a detail-oriented, customer-focused Retention Specialist to join our team. This role is responsible for engaging with existing subscribers, reducing cancellations, resolving account and service concerns, and strengthening long-term customer relationships.

The ideal candidate is a strong communicator who can confidently handle challenging conversations, identify customer needs, recommend solutions, and use multiple systems to research and resolve account issues. This person should be goal-oriented, adaptable, and motivated by helping customers find value in their subscription.

Key Responsibilities

• Handle inbound and outbound retention calls and customer communications.
• Proactively engage subscribers who are considering canceling or are at risk of cancellation.
• Identify the reason for cancellation and present appropriate save offers, solutions, or alternatives.
• Resolve account, billing, delivery, login, app, and digital access concerns when possible.
• Research customer accounts and history to personalize retention conversations and determine the best solution.
• Accurately document customer interactions, outcomes, and account changes in internal systems.
• Work closely with billing, distribution, customer service, and operations teams to resolve subscriber issues.
• Meet or exceed retention, save-rate, productivity, quality, and customer service goals.
• Identify and communicate recurring cancellation reasons, service issues, and customer trends to management.
• Support retention campaigns, outreach initiatives, and other efforts designed to improve subscriber loyalty and reduce churn.
• Educate subscribers on available products, digital benefits, apps, newsletters, e-editions, and other subscription features.
• Navigate multiple systems and applications simultaneously to research accounts, process requests, and assist customers efficiently.

Qualifications

• 1–3 years of experience in customer service, retention, call center, sales, or account support preferred.
• Strong verbal and written communication skills.
• Excellent active listening and problem-solving skills.
• Comfortable handling objections, difficult conversations, and cancellation requests.
• Customer-focused with the ability to balance empathy with retention and business goals.
• Comfortable working with customer databases, CRM systems, billing systems, and other software applications.
• Strong attention to detail and organizational skills.
• Ability to remain calm, professional, and solution-oriented in challenging customer interactions.
• Goal-driven and motivated by achieving individual and team performance goals.
• Proficient with basic computer applications and comfortable working across multiple programs, browser windows, and screens simultaneously.
• Ability to learn new systems, products, and processes quickly.
• Reliable attendance and the ability to work onsite Monday–Friday.

The Advocate is an equal employment opportunity employer, committed to recruiting, developing, and promoting a diverse workforce while providing unique opportunities and career paths for our employees. We encourage applicants of all backgrounds and experience levels to apply.

Salary: Commensurate with experience

Benefits: Medical, dental, vision, Life, Short Term Disability (STD), Long Term Disability (LTD), Paternity Leave, PTO and 401k Retirement Savings company match.