6-Month Contract | Westminster, CO – Hybrid
Our client, a leading player in the digital technology space, is seeking a Customer Retention Specialist to join their team on a 6-month contract-to-hire basis. This role is based in Westminster, CO, with a hybrid schedule (3 days in-office, 2 days remote).
This position plays a key role in driving customer satisfaction and retention, with a focus on proactive engagement, issue resolution, and strategies to reduce churn. The successful candidate will bring a customer-first mindset, excellent communication skills, and the ability to use data to identify and act on opportunities for improving the customer experience.
Key Responsibilities:
Engage with customers via outbound calls and messages to identify and address reasons for potential discontinuation of services.
Take ownership of customer issues, resolving them independently and ensuring minimal escalation.
Deliver exceptional service while communicating with customers, internal teams, and leadership.
Negotiate directly with customers to overcome adoption barriers and resolve pain points.
Maintain detailed records of customer interactions and activities in Salesforce.
Analyze customer data to identify trends and develop strategies to improve retention.
Collaborate with Sales and Support Teams to manage escalations and enhance the overall experience.
Create and deliver content that supports customer adoption and engagement.
Rapidly learn and navigate multiple business systems to ensure seamless task completion.
Required Skills & Experience:
Strong customer-centric and growth mindset.
Proven experience in customer service and retention roles.
Excellent listening and empathy skills to understand customer perspectives.
Analytical thinker with strong problem-solving abilities.
Skilled negotiator, able to identify pain points and achieve positive outcomes.
Strong time management skills and ability to thrive in a fast-paced environment.
Excellent written and verbal communication abilities.
Collaborative and professional, with the ability to work with stakeholders at all levels.
Trustworthy and able to handle sensitive information with integrity.
Education & Experience
Associate’s degree or equivalent.
5+ years of hands-on experience in customer service and retention.
Proficiency with Salesforce.
Additional Requirements
Fluency in Spanish and/or Portuguese is a plus.
Must live within 1 hour of Westminster, CO.
Hybrid role: 3 days in-office, remainder remote.
Salt is acting as an Employment Business in relation to this vacancy.
