EP Logistics International

Client Resolution & Retention Specialist

EP Logistics International

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Lead structured resolution calls with clients experiencing dissatisfaction or considering cancellation
  • Identify underlying concerns, goals, and expectation gaps through direct and empathetic conversation
  • Rebuild clarity, confidence, and alignment with the program when appropriate
  • Negotiate and secure the strongest mutually beneficial outcome, with a focus on retention and value preservation
  • Finalize agreed resolutions live on the call, including documentation and next steps
  • Review client history, expectations, and submitted concerns prior to each call
  • Assess the full client journey across marketing, sales, onboarding, and coaching
  • Identify potential expectation gaps, communication breakdowns, or process issues
  • Confirm attendance through proactive outreach
  • Conduct end-to-end case audits to determine where friction occurred
  • Evaluate alignment across:
  • - Sales expectations and positioning
  • - Coaching delivery and documentation
  • - Communication standards and response times
  • Submit structured reports outlining:
  • - Root cause analysis
  • - Recommended client resolution pathways
  • - Process improvement opportunities
  • Identify patterns and trends impacting client satisfaction
  • Provide actionable feedback to leadership across marketing, sales, and fulfillment
  • Ensure accurate documentation of outcomes, contracts, and CRM updates

Requirements

  • Experience in retention, sales, customer success, account management, or dispute resolution
  • Strong objection handling and negotiation skills
  • Calm, decisive, and highly organized
  • Comfortable operating in high-responsibility, high-accountability environments
Benefits
  • Base salary
  • Performance incentives tied to retained revenue and successful resolutions
Applicant Tracking System Keywords

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

Hard Skills & Tools
negotiationobjection handlingroot cause analysiscase auditsprocess improvement
Soft Skills
empathycommunicationorganizationdecisivenesscalmness