Retention specialists communicate with customers, members, or employees to increase loyalty and retain businesses or services and quickly devise solutions to problems. They primarily communicate directly with employees, customers, or members who have issues with the organization or company. They gather information about the complaint and begin devising solutions and support for ongoing organizational improvement efforts.
Retention specialists may ask a series of questions related to the initial complaint, take notes, ask follow-up questions, and gather a complete picture of the issue. They develop and propose solutions including lower prices or incentives for a customer. They frequently provide reports to supervisors that highlight their activities and include detailed information related to the interaction, and outline steps taken to arrive at the solution and the outcome of conversations. They also compile reports monthly to help with organizational improvement and need at least a high school diploma or equivalency.
Average Years of Experience
Common Skill Sets