Customer Retention Specialist

• Lead, coach, and manage Customer Retention Specialists with clear goals and accountability
• Make outbound calls to encourage repeat transactions and reactivate inactive customers
• Build and update SOPs, calling workflows, scripts, and training materials
• Manage daily outreach, agent schedules, and campaign assignments
• Run retention campaigns, including promotions, discount incentives, and abandoned transaction follow-ups
• Track team KPIs including calls, conversion rates, repeat transactions, reactivation rates, and revenue
• Conduct regular call reviews and coaching sessions
• Analyze customer activity and campaign results to identify retention opportunities
• Maintain accurate CRM records, agent scorecards, and performance reports
• Handle escalated customer concerns and collaborate with Marketing, Support, Sales, Operations, and Compliance
• Support hiring, onboarding, and training of new team members

Explore Customer Retention Supervisor at Veta Virtual. Review requirements and application details.