Customer Retention Associate

Job Title: Customer Retention Associate
Shift: Any shift between 8 AM – 8 PM EST (Mon–Fri)
Work Model: Onsite
Interview Type: Face-to-face/Teams
JOB OVERVIEW
We are urgently seeking experienced Customer Retention Associates for an onsite role in Augusta, GA/Cincinnati Ho, Dallas, TX. The ideal candidate will have a strong background in call center operations with proven experience in customer retention, customer service, or sales. This role requires individuals who can effectively engage with customers, address concerns, and retain business through solution-oriented communication.
Candidates should demonstrate stability in their work history. Profiles with multiple short-term roles will not be considered unless the experience was contract-based or seasonal.
MUST HAVE SKILLS
Prior call center experience is mandatory
Experience in customer retention, customer service, or sales
Ability to handle inbound and outbound calls efficiently
Comfortable working any shift between 8:00 AM – 8:00 PM EST
Strong active listening, problem-solving, and communication skills
Ability to follow structured call flows and scripts
Experience handling customer objections and negotiating retention or service requests
Strong customer engagement and interpersonal skills
KEY RESPONSIBILITIES
Handle inbound and outbound customer calls with a focus on retention and service excellence
Promote and retain products and services by understanding customer needs
Manage service and save requests in a professional and timely manner
Address customer concerns with patience, empathy, and effective communication
Clearly explain billing adjustments, service changes, and applicable fees
Recommend appropriate products or service solutions based on customer requirements
Demonstrate strong objection handling and negotiation skills to retain customers
Follow structured call flows and internal guidelines to ensure a consistent customer experience
QUALIFICATIONS
Previous experience in a call center, customer service, retention, or sales role
Strong verbal and written communication skills
Proven ability to handle customer objections and resolve issues effectively
Ability to multitask and manage time efficiently in a fast-paced environment
Comfortable working in a structured, performance-driven environment