Customer Retention Specialist-Remote ( Tennessee, Texas, Florida)

Job Summary

The Customer Service Retention Representative is responsible for delivering exceptional customer experiences while proactively identifying opportunities to retain customers and promote additional products or services. This role blends customer service, problem-solving, retention skills and sales-focused engagement to ensure every interaction results in a positive outcome.

You will serve as a trusted advisor—listening to customer needs, resolving issues with professionalism and empathy, and offering solutions that improve their experience and strengthen loyalty. Previous sales exposure is beneficial in succeeding in this role.

Key Responsibilities

• Deliver high quality customer service via phone in a professional, friendly, and efficient manner.
• Retain customers by identifying needs, resolving issues, and presenting relevant products, services, or save offers.
• Accurately process save and service requests.
• Use effective communication, probing, and active listening to understand customer situations and recommend best-fit solutions.
• Clearly explain products, pricing, fees, adjustments, and service details.
• Follow structured call flows designed to optimize customer experience and retention success.
• Comply to required scripting, demonstrate professional patience, empathy, and problem-solving skills—even in challenging scenarios.
• Maintain accuracy in documentation and adherence to compliance standards.

Key Competencies

• Customer Focus: Prioritizes customer needs and satisfaction; acts on feedback to improve service quality.
• Adaptability: Performs well under pressure; responds constructively to change.
• Ability to multitask using PC programs and software while holding a conversation with customers.
• Communication: Delivers clear, concise verbal and written communication; ensures understanding.
• Integrity & Ethics: Acts with honesty and consistency; builds trust through follow-through.
• Initiative: Identifies opportunities for improvement and takes proactive steps to act on them.
• Results Orientation: Translates goals into action, meets performance expectations, and drives outcomes.
• Sound Judgment: Makes informed decisions using available information; resolves complex issues effectively.
• Team Collaboration: Works cooperatively across teams to achieve shared goals and support departmental success.

Minimum Requirements

• Strong customer service, interpersonal, and communication skills.
  • Analytical thinking and problem-solving ability.
  • Basic math and solid data entry accuracy.
  • Sales aptitude with a customer-centric approach.
  • Ability to multitask in a fast-paced environment.
• Ability to work a flexible schedule between the hours of 8AM to 8 PM EST
  • Moderate-to-high competence in hardware/software troubleshooting.

Preferred Qualifications

• 2 years of call center or high-volume customer service experience.
• Previous retention, save desk, subscription, or service-based customer support experience.
• Prior sales experience (inside sales, upselling, cross-selling, or consultative sales) is a plus.
• High school diploma or equivalent.
• Must be 18 years of age or older.

Work From Home Requirements

(To maintain PCI compliance and service standards)
• A designated, private home office with a door (PCI compliant).
• Must remain on camera during all working hours.
• Wired internet connection of at least 500 Mbps (Wi‑Fi is not permitted).
• Must have Dual monitors (15 in Min), keyboard, mouse, noise cancelation headset.
• Professional environment free from background noise or distractions.
• Coforge will provide additional needed hardware to perform the job, including PC and camera.

Additional Information

This job description outlines primary responsibilities but is not an exhaustive list. Duties may be adjusted as needed in alignment with Coforge corporate policies and procedures.