Customer Retention Specialist

About the role

Cincy Connect Services is seeking a Customer Retention Specialist to ensure dependable customer resolution across outsourced support channels, including phone, email, chat, social media, help desk, technical support, quality, and service operations. This role focuses on specialized execution within customer support outsourcing, ensuring visibility of owners, evidence, and next actions.

The role is successful when customer resolution becomes more reliable and repeated failure points are identified before they impact customers, partners, or teammates. Success is measured through customer retention specialized execution within customer support outsourcing.

Responsibilities

• Maintain the Customer Retention Specialist workflow by assisting the team in handling assigned customer or client requests.
• Track the workflow by reviewing available case history before responding to ensure informed resolutions.
• Own the workflow by resolving routine issues within approved authority.
• Coordinate the workflow by documenting commitments and next actions for clarity and accountability.
• Review the workflow by escalating complex cases with sufficient context for the next owner.

Skills

• Confidently use Queue Management and Knowledge Base tools in customer retention execution.
• Apply Customer Support Outsourcing practices while tracking exceptions, owners, and deadlines.
• Document Customer Communication decisions clearly for seamless handoffs to teammates.
• Exercise sound judgment in Follow-Up, especially when escalation is required instead of assumption.

Pay

Base salary: $40,000–$60,000 per year.

Schedule

Full-time, 100% remote within the United States.