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Customer Retention Specialist I
Location
United States
Posted
16 days ago
Salary
$44K - $53K / year
Seniority
Mid Level
Job Description
Customer Retention Specialist I
HighLevel
• Conduct daily outbound outreach (calls, emails, follow-ups) to assigned accounts. • Engage customers flagged for HealthScore decline, payment failures, cancellation intent, low product usage, reactivation opportunities. • Identify root causes behind customer concerns through active listening and discovery. • Provide consultative guidance and structured solutions to retain and support customers. • Communicate the value of HighLevel’s services clearly and confidently. • Handle objections professionally and work toward mutually beneficial outcomes. • Identify opportunities for plan optimization, upgrades, or reactivation where appropriate. • Support churn reduction and revenue retention goals through escalating recurring issues to leadership. • Deliver personalized, positive support aligned with the company brand. • Accurately log all interactions and update CRM records in GHL. • Apply appropriate tags and track case outcomes for reporting and analysis. • Maintain detailed documentation to support transparency and performance tracking. • Identify trends and recurring challenges impacting retention. • Provide feedback to leadership on improvement opportunities. • Maintain strong product knowledge of HighLevel services and best practices. • Take ownership of individual performance metrics and outreach targets.
Job Requirements
- Strong English communication skills (verbal and written)
- Effective objection-handling and follow-up abilities
- Experience working in a remote environment with structured daily targets
- Organized, process-driven, and detail-oriented approach
- Familiarity with SaaS products and CRM systems (GHL experience is a plus)
- Working knowledge of Google Suite (Docs, Sheets, Calendar)
- Ability to multitask while maintaining quality
- Customer-focused mindset with high emotional intelligence
- Comfort operating in a fast-paced, data-driven environment
- Reliable high-speed internet and a distraction-free workspace
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