Account Resolution Specialist

Responsibilities

• Contact customers who have submitted termination requests to understand concerns and actively work to retain their business.
• Utilize advanced phone-based objection handling and negotiation techniques to address customer concerns and prevent cancellations.
• Track and report on revenue saved from and overall retention performance.
• Proactively monitor customer accounts to identify churn risks and initiate outreach before termination occurs.
• Support retention efforts through both reactive save calls and proactive engagement strategies.
• Review customer contracts and account details to ensure compliance with pricing, terms, and usage.
• Partner with sales, customer success, and operations teams to resolve customer issues impacting retention.

Qualifications

• 2+ years of experience in customer retention, collections, or call center environments with a focus on save/retention calls.
• Proven ability to handle high-volume inbound and outbound phone interactions, particularly with customers requesting cancellation.
• Demonstrated success in retaining customers, reducing churn, or meeting/exceeding save rate targets.
• Strong objection handling and negotiation skills.
• Excellent phone presence and call control, with confidence leading conversations and redirecting negative sentiment.
• Experience with de-escalation techniques and turning dissatisfied customers into retained accounts.
• Able to think quickly and respond in real time during live customer conversations.
• Familiarity with CRM and sales engagement tools (Salesforce, Salesloft, etc.) to manage call activity and track outcomes.
• Open to using AI tools to enhance call effectiveness, streamline workflows, and improve retention and revenue-saving performance.