We are seeking an experienced, professional, and results-driven Retention Specialist to join our growing team in Mexico.
The Retention Specialist will be responsible for managing customers who are considering cancellation, expressing dissatisfaction, experiencing service-related concerns, or otherwise at risk of leaving the company. The primary objective of this role is to understand the root cause of the customer’s concern, take ownership of the situation, and work toward an appropriate resolution that protects both the customer relationship and the interests of the company.
This is not a traditional customer service position. The Retention Specialist is expected to manage complex and sometimes difficult conversations, identify the real reason behind a customer’s cancellation request, overcome objections, coordinate resolutions across departments, and confidently guide the customer toward continuing their relationship with the company.
The ideal candidate is highly organized, persuasive, solutions-oriented, and comfortable being held accountable to measurable retention and customer experience performance standards.
Key ResponsibilitiesCustomer Retention
- Manage inbound and outbound communication with customers who are at risk of cancellation.
- Speak directly with customers requesting cancellation and understand the underlying reason for their decision.
- Conduct detailed discovery conversations to identify concerns, objections, expectations, and potential solutions.
- Make every reasonable effort to retain customers before processing or recommending cancellation.
- Present appropriate solutions based on the customer’s specific situation.
- Clearly communicate the value of continuing with the company and reinforce the customer’s original goals and expectations.
- Handle objections professionally without creating unnecessary pressure or negatively affecting the customer experience.
- Recognize when a customer can be retained and when an issue requires escalation or additional internal support.
- Conduct follow-up communication when a resolution cannot be completed during the initial interaction.
Customer Issue Resolution
- Take ownership of customer concerns from initial contact through resolution.
- Investigate the circumstances surrounding customer dissatisfaction before recommending a solution.
- Identify whether the concern is related to communication, scheduling, project delays, expectations, service quality, documentation, pricing, or another operational issue.
- Work with the appropriate internal departments to obtain accurate information and determine available solutions.
- Set clear and realistic expectations with customers regarding timelines and next steps.
- Ensure commitments made to customers are properly documented and communicated internally.
- Follow up on outstanding issues to prevent unresolved concerns from developing into cancellations.
- Escalate high-risk or sensitive customer situations to leadership when necessary.
De-Escalation & Objection Handling
- Manage frustrated, dissatisfied, or emotionally charged customers in a professional and controlled manner.
- Use active listening and effective questioning to understand the customer’s primary concerns.
- De-escalate conversations while maintaining confidence and control of the interaction.
- Address objections with accurate information and practical solutions.
- Avoid making commitments that have not been approved or cannot be fulfilled.
- Maintain professionalism regardless of the customer’s tone or level of frustration.
- Recognize recurring objections and communicate trends to management.
Case Management & Documentation
- Maintain accurate and detailed records of every customer interaction within the company’s CRM.
- Document the customer’s cancellation reason, concerns, actions taken, commitments made, and final outcome.
- Maintain clear follow-up dates and next steps for unresolved cases.
- Ensure customer cases are updated consistently so other departments have complete visibility.
- Properly categorize cancellation and retention reasons for reporting and analysis.
- Maintain ownership of assigned retention cases until they are resolved, transferred, or formally closed.
- Ensure no customer requiring follow-up is left without a documented next action.
Cross-Department Coordination
- Work closely with Operations, Customer Service, Sales, Scheduling, Finance, and other departments to resolve customer concerns.
- Obtain accurate project or account information before communicating resolutions to customers.
- Coordinate internal escalations when another department’s action is required to retain the customer.
- Communicate urgent customer concerns clearly and professionally to the appropriate team.
- Follow up internally to ensure required actions are completed.
- Maintain accountability for the customer experience even when resolution depends on another department.
Customer Experience
- Represent the company professionally during every customer interaction.
- Build trust through clear, accurate, and consistent communication.
- Ensure customers understand what is happening, what will happen next, and when they should expect another update.
- Prevent avoidable cancellations caused by poor communication or lack of follow-up.
- Identify opportunities to restore customer confidence when expectations have not been met.
- Maintain a balance between customer satisfaction, operational feasibility, and company policy.
- Provide a consistent customer experience across phone, email, SMS, and other communication channels.
Performance Expectations
The Retention Specialist will work in a performance-driven environment and will be expected to meet established departmental KPIs.
Performance may be measured through:
- Customer retention/save rate
- Cancellation prevention rate
- Successful resolution rate
- Customer follow-up completion
- Response and resolution time
- Case aging
- Call and communication productivity
- Quality assurance scores
- CRM documentation accuracy
- Customer experience and satisfaction
- Attendance and schedule adherence
- Compliance with company processes and policies
Performance expectations will be reviewed regularly, and the Retention Specialist will be expected to demonstrate consistent improvement and accountability.
Required Qualifications
- Previous experience in customer retention, customer service, account management, collections, inside sales, or a high-volume call center environment.
- Strong verbal and written communication skills.
- Strong English communication skills.
- Spanish fluency required for Mexico-based operations.
- Professional and confident phone presence.
- Strong negotiation and objection-handling abilities.
- Ability to manage difficult and emotionally charged conversations.
- Strong problem-solving and critical-thinking skills.
- Ability to investigate customer concerns and identify appropriate solutions.
- Strong organizational and follow-up skills.
- High attention to detail when documenting customer interactions.
- Ability to manage multiple customer cases simultaneously.
- Comfortable working with performance metrics and individual KPIs.
- Ability to work independently while coordinating effectively with multiple departments.
- Comfortable learning and working within CRM, phone, email, and internal communication systems.
Preferred Qualifications
- Previous experience specifically in a customer retention or cancellation-prevention role.
- Experience working with U.S.-based customers.
- Experience supporting customers in the solar, energy, home improvement, telecommunications, financial services, or other project-based industries.
- Experience working in a high-volume contact center.
- Experience handling escalations and complex customer complaints.
- Experience working with CRM and case-management platforms.
- Familiarity with structured call scripts, quality assurance programs, and performance scorecards.
Core Competencies
Ownership: Takes responsibility for assigned customer cases and follows through until a clear resolution is reached.
Communication: Communicates clearly, professionally, and confidently with customers and internal teams.
Retention Mindset: Looks for reasonable opportunities to preserve the customer relationship rather than immediately accepting cancellation.
Problem Solving: Identifies the actual cause of customer dissatisfaction and works toward practical solutions.
De-Escalation: Maintains composure and professionalism during difficult conversations.
Accountability: Understands that follow-up, documentation, and execution are critical parts of the role.
Judgment: Understands when to resolve an issue independently and when leadership involvement is required.
Organization: Maintains accurate cases, follow-ups, documentation, and priorities in a fast-paced environment.
Customer Focus: Works to create a positive customer experience while remaining aligned with company policies and business objectives.
What Success Looks Like
Success in this role means more than simply preventing cancellations.
A successful Retention Specialist understands why customers become dissatisfied, takes ownership of their concerns, coordinates solutions quickly, and restores confidence in the company whenever possible.
The individual in this position will be expected to consistently demonstrate strong communication, disciplined follow-up, accurate documentation, professional judgment, and measurable retention performance.
The goal is to ensure that every customer considering cancellation receives a professional, thorough, and solutions-focused retention experience before the relationship is lost.
Job Type: Full-time
Pay: $16,000.00 - $22,000.00 per month
Work Location: Remote
