Customer Retention Specialist

About the role

Mountaineer Employment Solutions is seeking a professional, customer-focused Customer Retention Specialist to provide exceptional service while assisting customers with products, services, account needs, and concerns. This position combines customer service, problem-solving, and sales responsibilities. The ideal candidate will be comfortable communicating with customers by phone, identifying their needs, resolving concerns, and recommending appropriate products or service options. Representatives must be able to remain professional, patient, and solution-focused while working in a fast-paced environment. Work Location: On‑Site (this is not a remote position).

Responsibilities

• Provide exceptional customer service and support through phone‑based interactions.
• Assist new and existing customers with questions, concerns, account information, and service requests.
• Promote, sell, and retain products and services based on individual customer needs.
• Identify customer concerns and work toward effective solutions and positive outcomes.
• Process service orders, retention requests, and account changes accurately.
• Clearly explain applicable fees, adjustments, services, and account information.
• Recommend appropriate products and service options based on customer needs.
• Utilize active listening and effective questioning techniques during customer interactions.
• Follow established call flows, procedures, and service standards.
• Accurately document customer interactions and account updates.
• Maintain professionalism, patience, and tact when handling challenging customer situations.
• Meet established customer service, quality, productivity, and performance expectations.
• Collaborate with team members and leadership to support departmental and organizational goals.

Qualifications

• Excellent customer service and interpersonal skills.
• Strong verbal and written communication abilities.
• Effective problem‑solving, analytical, and decision‑making skills.
• Basic math skills and accurate data‑entry abilities.
• Confidence discussing, recommending, and selling products or services.
• Ability to navigate multiple computer systems while assisting customers.
• Working knowledge of computer hardware, software, and peripheral troubleshooting.
• Strong attention to detail and organizational skills.
• Ability to multitask and remain productive in a fast‑paced environment.
• Ability to adapt to changing procedures, priorities, and customer needs.
• Professional judgment, integrity, and a team‑oriented attitude.

Preferred Qualifications

• Previous customer service experience in a high‑volume environment.
• Two or more years of call center experience or equivalent customer‑facing experience.
• Previous sales, retention, or account service experience is REQUIRED.
• High school diploma or equivalent.
• Must be at least 18 years of age.

Schedule

Schedule Availability: Monday–Friday, 8:00 AM–10:00 PM; Saturday, 8:00 AM–8:00 PM. Specific shifts may vary based on business and scheduling needs. Candidates should have flexibility to work scheduled shifts within these hours.

Pay

$17.00 per hour