Customer Retention Specialist

• Perform data entry and indexing using a computer and appropriate software
• Enter, update, research, verify, and retrieve data within various systems
• Operate postage, FedEx, and UPS machines
• Sort first-class and presort mail and apply proper postage
• Fill and put away department orders
• Order mailbox labels and make necessary address changes
• Pick up and drop off daily mail from the Post Office and AIMS
• Deliver bank deposits as necessary
• Make scheduled inter-office mail pickups and deliveries and distribute mail
• Perform other miscellaneous duties as assigned

Senior Retention Specialist

• Own retention for high-risk or high-value accounts by reviewing health signals, prioritizing by risk and revenue exposure, and reaching out proactively
• Build account-specific save plans with clear actions, owners, and follow-up dates
• Document every retention conversation and outcome
• Serve as the escalation point for complex or sensitive cancellation risk
• De-escalate issues, coordinate with Ops, Product, Billing, and Sales to fix root causes, and close the loop with customers
• Coach Customer Success Managers on early pre-churn conversations, objection handling, discovery questions, call reviews, and escalation rules
• Turn churn patterns into playbooks, SOPs, and process fixes
• Partner with the Senior Manager of Customer Success on cancellation drivers and improvements
• Support expansion conversations on retained accounts after resolving the customer's core concern