Retention Support Specialist

• Minimum 1-2 years of experience in customer retention, account management, or related support role.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and a confident, positive personality.
• Comfortable with handling difficult conversations and rejection.
• Ability to work independently while collaborating with a team.
• Detail-oriented and highly organized.
• Familiarity with CRM tools (e.g., Salesforce, HubSpot, Zoho) is a plus.
• Experience in a call center or customer service environment is preferred.

• Support the Retention Specialist in executing daily retention efforts and strategies.
• Conduct outbound calls, emails, or chats to re-engage inactive or canceling customers.
• Listen actively and address customer concerns with empathy and professionalism.
• Work collaboratively to develop solutions that meet customer needs and encourage continued partnership.
• Track and report customer feedback, objections, and common reasons for cancellation.
• Maintain accurate records of communication and follow-ups using CRM tools.
• Help identify trends and suggest improvements to retention processes.
• Assist in preparing performance reports and customer insights for management review.
• Participate in regular training sessions to improve retention techniques and service quality.

• Work-from-home setup

• Long-term/full-time position

• Competitive pay starts at 39,659.05 gross

• Pay begins on day 1 of training

• HMO, Loyalty Investment Fund, Memorial Plan, and other benefits
• Paid Leaves

• Attendance and performance-based incentives
• Quarterly In-person Team-Buildings
• Annual Company Outing
• Annual Year-End Party
• Annual Performance Review
• 13th-month pay, Government-mandated benefits:
• Career Advancement Opportunities

SMA Support Services