Retention Specialist

ABOUT THE ROLE

The role of the Retention Specialist is to ensure clients are satisfied throughout the customer journey, respond to cancellation requests, deescalate clients calls, offer creative solutions and concessions to retain clients and partner with other departments to improve internal processes and the client experience. The ideal candidate will provide exceptional customer service and support and incredibly thorough to help the company maintain the highest quality standards.

We’re all about that in-person vibe—this role is 100% on-site! If you’re excited to work side-by-side with our team (or are ready to make the move), then you’re a perfect fit. If not, we kindly ask you to hold off on applying. Thanks for understanding and happy job hunting!

HOW YOU’LL BE REWARDED

At Tax Rise, Inc., we believe in rewarding hard work and dedication! We offer our team members competitive hourly pay and the opportunity to earn a monthly bonus based on individual productivity, with even greater earning potential for those who are highly motivated, organized, and love exceeding goals.

• Base pay: $23.00 - $25.00 per hour (full-time, 40 hours per week)
• Monthly Bonus: Average bonus potential of $500 - $1,000

The compensation range reflects our good faith estimate of total earning potential, including base hourly pay and monthly bonuses. The hourly rate shown in the job preview pane may appear higher, as it blends both components. For full transparency, a detailed breakdown is provided in this job description.

WHAT YOU’LL DO:

• Manage, respond, and resolve cancellation requests from submitted in our ticketing systems.
• Call clients to actively listen and empathetically understand their concerns and reasons for cancellations providing suggestions for areas of improvements to management. 
• Utilize persuasive communication techniques to address customers’ issues and resolve complaints effectively. 
• Identify trends and underlying problems or dissatisfaction points and propose appropriate solutions to retain clients. 
• Collaborate with other departments, such as sales or customer service, to ensure a seamless resolution process.
• Properly document notes and all client interactions in the company’s ticketing and CRM system.
• The job includes other duties and responsibilities assigned by management.

WHAT YOU’LL NEED TO HAVE:

• 2+ years previous experience in customer service 
• A plus if you've handled escalated calls 
• Excellent data collection and analysis skills
• High school diploma or general education degree (GED); and 1-2 years of related experience and/or training; or equivalent combination of education and experience.
• Associate degree (A. A.) or equivalent from two-year college or technical school and 1-year related experience and/or training; or equivalent combination of education and experience.

We understand potential comes in many forms. Even if you don’t check every box, we still encourage you to apply; we consider all qualified candidates.