Customer Retention Specialist

Responsibilities

• Serve as the primary contact for customers expressing dissatisfaction or cancellation requests
• Conduct outbound retention calls to customers at risk of quitting services
• Investigate customer concerns by collaborating with service, route, billing, and operations teams
• Document all interactions, resolutions, and follow-up actions in the CRM
• Identify patterns in customer behavior and recommend strategies to reduce churn
• Meet or exceed monthly retention goals and save rates

Requirements

• High school diploma or equivalent
• 1–3 years of experience in customer service, retention, or account management
• Strong verbal and written communication skills
• Proven ability to de-escalate difficult situations
• Excellent problem-solving skills with a customer-first mindset
• Proficiency with Microsoft Office

Preferred Qualifications

• Experience in service-based industries such as water treatment, utilities, or home services
• Knowledge of retention strategies and customer lifecycle management

About the Company

The Packard Culligan group of dealerships is a family-owned company focused on accountability and exceeding customer expectations. They offer a wide variety of water treatment products and services backed by a 100% satisfaction guarantee.