[Remote] Customer Retention Specialist

Note: The job is a remote job and is open to candidates in USA. Jobber is a company focused on transforming service delivery for small businesses. They are seeking a Customer Retention Specialist to enhance customer experience by resolving billing and subscription inquiries and driving long-term retention through meaningful customer interactions.

Responsibilities

• Respond to billing and subscription inquiries via phone, chat, and email while maintaining strong productivity and quality standards
• Lead confident, value-driven conversations with customers considering cancellation or downgrade, identifying solutions that drive retention and long-term success
• Use a consultative approach to understand root causes and influence positive customer outcomes
• Proactively engage escalated or at-risk customers, taking ownership of complex situations and driving resolution
• Partner with cross-functional teams to share trends and insights that improve customer experience and reduce churn
• Adapt quickly to evolving processes, tools, and product updates in a growing environment

Skills

• A track record of thriving in high-volume, customer-facing environments
• The ability to influence outcomes
• Strong verbal and written communication skills
• A results-driven mindset
• Resilience and composure
• Strong problem-solving ability
• Resilience
• Adaptability in a growth environment
• Reliability and accountability
• Confidence with technology

Benefits

• Equity rewards
• Annual stipends for health and wellness
• Retirement savings matching
• An extended health package with fully paid premiums for body and mind
• A dedicated Talent Development team and access to coaching, learning, and leadership programs

Company Overview