Client Relationship & Retention Specialist

THE COMPANY

WHAT YOU WILL DO

• Take ownership of at-risk customer cases involving dissatisfaction, disengagement, cancellation, refund concerns, or loss of confidence
• Contact assigned customers quickly by telephone and use SMS and email when appropriate
• Review the customer’s complete journey before making contact to understand the history, context, and potential issues
• Speak directly with customers by phone and build trust quickly, even when emotions are high
• Diagnose practical, technical, delivery, expectation, or mindset blockers and identify the true root cause of the issue
• Troubleshoot appropriate issues directly and coordinate additional support when required
• Lead calm, confident resolution and de-escalation conversations
• Separate the immediate complaint from the underlying issue and determine the most appropriate path forward
• Help customers reframe unhelpful conclusions without dismissing legitimate concerns
• Reconnect customers with their original goals and help establish a clear recovery plan and next action
• Correct misunderstandings clearly and respectfully without becoming defensive or argumentative
• Use strong conversational influence and judgment to help restore customer confidence without applying pressure or making unsupported promises
• Make sound judgment calls while balancing customer experience, commercial considerations, and the facts of each case
• Coordinate with Onboarding, Tech, Delivery, Sales, Finance, and other teams when additional action is required
• Maintain ownership of the customer relationship while internal work is being completed rather than simply passing the customer between departments