Retention Specialist

Retention Specialist Join to apply for the Retention Specialist role at GlowTouch Technologies About the Role Unify CX is looking for an extraordinary Retention Specialist to join our motivated and ambitious team. What Will You Do? Engage with customers who are at risk of discontinuing services to understand their concerns and present solutions that encourage continued use of our broadband and video offerings Effectively handle escalated issues, offering prompt and satisfactory resolutions to build customer trust and loyalty Promote additional products, services, or upgrades that align with the customer’s needs and enhance their overall experience Monitor retention trends, analyze customer feedback, and provide insights to improve retention strategies Develop meaningful connections with customers through active listening, empathy, and personalized communication Meet or exceed retention targets, customer satisfaction scores, and quality assurance standards Collaborate with internal teams to refine processes and enhance customer experiences. Be skilled in multi-tasking while effectively navigating across multiple technology platforms and systems Maintain customer records by updating account information Who You Are: To be considered, candidates are expected to have the following: Required Qualifications Excellent English skills - proper written and oral grammar High school diploma or equivalent. Minimum 6 months to 1 year of experience in retention or account management roles. Strong interpersonal and communication skills, with the ability to de‑escalate and resolve conflicts. A customer‑first mindset with a focus on building long‑term relationships. Proficiency in CRM tools and basic computer applications (e.g., Microsoft Office). Demonstrated ability to meet retention or performance goals in a metrics‑driven environment. Problem‑solving skills and the ability to adapt to customer needs in real time. Ability to thrive and remain positive in a constantly changing environment Preferred Qualifications At least 1 year of experience in the broadband, telecommunications, or video services industry. Knowledge of customer retention strategies and techniques. Familiarity with data analysis tools or reporting software. Familiarity with inbound sales techniques and objection‑handling strategies About UnifyCX UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI‑driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome‑based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact. UnifyCX is a certified minority‑owned business and an EOE employer who welcomes diversity. #J-18808-Ljbffr