Client Support Specialist

Client Support Specialist-In Office Role Only

Job Summary

We are looking for a motivated and people focused Client Retention and Support Specialist to join our growing team. This role is ideal for someone who enjoys solving problems, connecting with clients, and helping businesses get the most out of their digital marketing and software services. You will be the first voice many of our clients hear when they call in, and you will guide them with confidence, clarity, and care. When clients are frustrated, unsure, or considering canceling, you step in to steady the relationship, uncover what they really need, and provide options that keep them moving forward.

This is a high impact role where your conversations directly influence customer satisfaction and long term retention. You will work closely with support, onboarding, paid advertising, SEO, and design teams to make sure each client feels supported throughout their journey. If you are someone who enjoys fast paced environments, meaningful client interactions, and the chance to truly make a difference in our retention efforts, this role offers long term potential and daily wins.

What You Will Do

Inbound Client Support and Call Handling

• Serve as the friendly and knowledgeable first point of contact for clients calling or emailing in.
• Listen carefully to understand what the client needs, then direct them to the right internal department.
• Provide quick answers and reassurance when clients have simple questions or need guidance.
• Keep communication calm and professional, even when the client is stressed or upset.
• Log all client interactions clearly so the next person handling the case has full context.

Retention and Cancellation Management

• Take the lead on cancellation requests by slowing the process and understanding what is driving the decision.
• Ask thoughtful questions that uncover the real concerns behind the request.
• Walk clients through their agreements, timelines, deliverables, and service terms so they have a full picture before acting.
• Present thoughtful retention options that address concerns and help clients see the value of staying with us.
• Identify patterns and escalate recurring issues that may be causing churn.
• Track retention efforts and celebrate wins as clients choose to continue working with us.

Relationship Building and Value Reinforcement

• Build trust and rapport with clients through clear communication and consistent follow up.
• Reinforce the value of our services by explaining features, wins, updates, and opportunities that matter to their business.
• Act as an advocate for the client while maintaining alignment with company policies and expectations.
• Strengthen relationships by showing clients that we know them, understand them, and care about their experience.

Cross Department Collaboration

• Work closely with the support team to resolve client issues quickly.
• Coordinate with onboarding to understand client history and expectations.
• Provide insight to account managers, designers, ads specialists, and leadership about client feedback and churn risks.
• Bring forward trends and ideas that can improve the client experience across the entire company.

What You Need to Succeed

• Experience in customer support, client retention, inbound call handling, account management, or a similar role.
• Strong communication skills and the ability to stay calm and confident in difficult conversations.
• Comfortable reviewing service agreements and explaining details in a clear and simple way.
• Skilled at asking the right questions and uncovering concerns clients may not say upfront.
• Organized and dependable with strong follow through.
• A solution oriented mindset with the ability to balance empathy and accountability.

Nice to Have

• Background in digital marketing, SaaS, agency work, or service based companies.
• Familiarity with CRM tools, ticketing systems, and call routing software.
• Experience in a retention based or save desk style role.

Why You Will Love Working Here

• You play a direct role in strengthening client relationships and supporting their success.
• Every conversation is different, offering a mix of problem solving, coaching, and service.
• You will be part of a team that values collaboration, communication, and growth.
• You will help shape retention strategies and contribute to a healthier, stronger client base.
• There is room to grow into leadership, account management, onboarding, or other specialization paths.

Pay: From $1.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Are you willing to submit a pre-employment background screening?

Ability to Commute:

• Newburgh, IN 47630 (Required)

Work Location: In person