Customer Service & Retention Specialist

Our Team: At LNP Media Group, our work is rooted in service to our community. As a nonprofit media organization, we are dedicated to delivering trusted journalism, meaningful storytelling, and essential information that helps our community stay informed, engaged, and connected. Our mission-driven approach ensures that our reporting and services strengthen civic life and support the long-term vitality of Lancaster County.

We believe great work happens when talented people feel supported, respected, and empowered. Our culture values collaboration, accountability, curiosity, and innovation. We encourage employees to bring their ideas, perspectives, and passion to the table as we continue to evolve in a rapidly changing media landscape.

At LNP Media Group, every role contributes to our shared purpose – to serve the community through impactful journalism and responsible stewardship of a trusted local institution.

Summary: The Customer Service & Retention Specialist resolves complex subscriber issues and manages high-risk cancellations while driving retention efforts. This role analyzes customer feedback and data to identify churn drivers, refines retention strategies, and collaborates with Customer Service and Circulation teams to improve subscriber experience and performance outcomes.

Essential Duties and Responsibilities:

·      Resolve subscriber issues via phone, email, and chat, including billing, product access, and account changes

·      Support high-risk cancellation and churn cases using approved retention solutions

·      Analyze customer feedback and subscriber data to identify churn drivers and recurring issues

·      Develop and refine retention messaging and approaches based on observed patterns

·      Compile and share insights related to customer complaints and retention effectiveness

·      Serve as a liaison between Customer Service and Circulation teams to support retention planning

·      Document cases and outcomes clearly in CRM and support systems

·      Represent the organization professionally in all customer interactions

Supervisory Responsibilities: This position does not have any supervisory responsibilities

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

·      Associate’s degree preferred or equivalent experience

·      Experience with subscription-based or digital products

·      Background in retention, circulation, marketing, or sales support

·      Strong analytical thinking and sound judgment

·      Independent problem-solver with a professional, customer-first communication style

·      Ability to collaborate effectively across teams

·      Familiarity with retention, churn, or customer experience KPIs

Minimum Qualifications: The requirements listed below are representative of the knowledge, skills, and/or abilities required for this position. To perform this job successfully, an individual must be able to perform the essential functions of the job satisfactorily with or without reasonable accommodation.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

·      Education/Experience: 3 years in customer service, retention, or account supporting role.

·      Communication Skills: Ability to read and interpret instructions, policies, and procedures, and communicate effectively in writing and verbally with employees and stakeholders. Effective communication, negotiation, and de-escalation skills are required.

·      Technical/System Skills: Proficiency in Microsoft Excel and Office tools. Comfort working with AI tools, data, and performance metrics. Readiness to learn new systems. Basic knowledge of HTML/CSS a plus.

·      Physical Requirements: Ability to sit, stand, walk, and use standard office equipment as needed to perform job duties. Reasonable accommodations may be made.

• ·      Work Environment: Professional office environment using standard office equipment such as computers, phones, and copiers.