HighLevel

Customer Retention Specialist I

HighLevel

full-time

Posted on:

Location Type: Remote

Location: India

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About the role

  • Conduct daily outbound outreach (calls, emails, follow-ups) to assigned accounts.
  • Engage customers flagged for HealthScore decline, payment failures, cancellation intent, low product usage, and reactivation opportunities.
  • Identify root causes behind customer concerns through active listening and discovery.
  • Provide consultative guidance and structured solutions to retain and support customers.
  • Communicate the value of HighLevel’s services clearly and confidently.
  • Handle objections professionally and work toward mutually beneficial outcomes.
  • Identify opportunities for plan optimization, upgrades, or reactivation where appropriate.
  • Support churn reduction and revenue retention goals through escalating recurring issues to leadership.
  • Deliver personalized, positive support aligned with the company brand.
  • Accurately log all interactions and update CRM records in GHL.
  • Apply appropriate tags and track case outcomes for reporting and analysis.
  • Maintain detailed documentation to support transparency and performance tracking.
  • Identify trends and recurring challenges impacting retention.
  • Provide feedback to leadership on improvement opportunities.
  • Maintain strong product knowledge of HighLevel services and best practices.
  • Take ownership of individual performance metrics and outreach targets.

Requirements

  • Strong English communication skills (verbal and written)
  • Reliable high-speed internet and a distraction-free workspace
  • Effective objection-handling and follow-up abilities
  • Experience working in a remote environment with structured daily targets
  • Organized, process-driven, and detail-oriented approach
  • Familiarity with SaaS products and CRM systems (GHL experience is a plus)
  • Working knowledge of Google Suite (Docs, Sheets, Calendar)
  • Ability to multitask while maintaining quality
  • Customer-focused mindset with high emotional intelligence
  • Comfort operating in a fast-paced, data-driven environment
Applicant Tracking System Keywords

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

Hard Skills & Tools
CRM systemsGHL experienceGoogle Suitedata analysiscustomer retention strategiesobjection handlingconsultative guidanceperformance metricsoutreach targetsdocumentation
Soft Skills
communication skillsactive listeningorganizational skillsdetail-orientedcustomer-focused mindsetemotional intelligencemultitaskingproblem-solvingprofessionalismadaptability