AAPC

Customer Retention Specialist

AAPC

full-time

Posted on:

Location Type: Hybrid

Location: Utah • United States

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About the role

  • Execute outbound and inbound renewal outreach across multiple channels (phone, email, text)
  • Deliver outstanding customer service while resolving concerns that may impact retention
  • Identify and surface upsell and upgrade opportunities during renewal conversations
  • Generate qualified leads and warm handoffs to Sales teams
  • Maintain accurate activity, notes, and pipeline updates within CRM systems
  • Support retention campaigns, communication schedules, and outreach initiatives
  • Meet or exceed individual renewal, retention, and activity goals
  • Collaborate with the Retention Manager and cross-functional teams to improve member experience and outcomes
  • Actively participate in coaching, training, and performance feedback sessions

Requirements

  • Self-motivated with the ability to manage daily outreach and follow-up independently
  • Associate’s degree or equivalent professional experience
  • Energetic, optimistic, and resilient in a goal-oriented environment
  • Prior experience in outbound calling, renewals, retention, customer engagement or account resolution roles
  • Strong prioritization and time-management skills
  • Demonstrated ability to deliver excellent customer service and build rapport
  • Comfortable using CRM and call systems (Salesforce, CallFire, inContact, or similar tools)
  • Technically proficient with the ability to learn new systems quickly
  • Clear, professional phone and written communication skills
  • Open to feedback, coaching, and continuous improvement
Benefits
  • Base pay + incentive potential
  • Fun and diverse team environment
  • Hybrid in-office/WFH schedule
  • Comprehensive benefits package including medical, dental and vision insurance
  • Health Savings Account
  • Generous PTO and Holiday Pay
  • 401(k) retirement plan and company match

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
outbound callingrenewalsretentioncustomer engagementaccount resolution
Soft skills
self-motivatedenergeticoptimisticresilientstrong prioritizationtime-managementexcellent customer servicebuild rapportopen to feedbackcontinuous improvement
Certifications
Associate’s degree