What are the responsibilities and job description for the Client Retention Specialist position at Alpha Capital Solutions LLC?
Help customers find a reason to stay. We’re looking for a thoughtful, results-oriented Retention Specialist who can build trust, understand customer concerns, and find solutions that work for both the customer and the business.
What you’ll do
- Speak with customers who are considering ending their relationship with us, listening carefully to understand their needs and concerns.
- Navigate difficult conversations with empathy, professionalism, and effective de-escalation techniques.
- Identify appropriate solutions and clearly explain available options.
- Work toward retention goals and other service benchmarks in a metrics-driven environment.
- Communicate with customers by phone and email, documenting interactions accurately.
Required qualifications
- At least five years of recent experience in a customer-facing role.
- An associate degree or comparable experience in a customer-facing environment.
- Demonstrated ability to manage difficult conversations with empathy, strong listening skills, and effective de-escalation techniques.
- A track record of meeting performance targets in a metrics-driven setting, such as retention goals, quotas, or service benchmarks.
- Clear verbal and written communication skills, including effective phone and email correspondence.
Preferred qualifications
- Experience using customer relationship management (CRM) software.
- Familiarity with Zoom or similar video-conferencing platforms.
- Experience using calling apps or phone systems for customer outreach and support.
- Bilingual proficiency in English and Spanish.
If you’re motivated by helping customers, solving problems, and meeting meaningful goals, we’d love to hear from you.
About Alpha Capital Solutions LLC:
We’re a fast-paced, remote team working with people in locations around the world, so flexibility is important in this position. We’re very team-oriented and believe in supporting each other and working together toward our shared goals.
We offer a fun, friendly work environment where everyone pitches in and helps out. We’re looking for someone who is motivated, goal-oriented, and comfortable working at a fast pace. This person will play an important role in developing and improving the systems we need to keep moving the business forward.