WindshieldHUB.com

Customer Retention Specialist

• Contact customers requesting to cancel their scheduled auto glass service.
• Identify the true reason behind each cancellation request.
• Make every reasonable effort to retain and save the customer's order.
• Handle objections professionally while providing appropriate solutions.
• Build customer confidence by explaining available service options, scheduling alternatives, and next steps.
• Collaborate with Dispatch, Customer Service, and other departments to resolve customer concerns.
• Follow up with customers when additional information or action is required.
• Accurately document customer conversations, cancellation reasons, retention attempts, and outcomes within the CRM.
• Identify recurring cancellation trends and communicate findings to management.
• Deliver a positive customer experience even when an order cannot be retained.
• Meet individual and team KPIs related to customer retention, saved orders, follow-up, and service quality.
• Follow WindshieldHUB policies while exercising sound judgment to resolve customer concerns.
• Take full ownership of assigned cases from initial contact through final resolution.

Customer Retention Specialist, Cancellation

Customer Retention, Cancellation Specialist

• Contact customers requesting to cancel their scheduled auto glass service
• Identify the true reason behind each cancellation request
• Make every reasonable effort to retain and save the customer's order
• Handle objections professionally while providing appropriate solutions
• Build customer confidence by explaining available service options, scheduling alternatives, and next steps
• Collaborate with Dispatch, Customer Service, and other departments to resolve customer concerns
• Follow up with customers when additional information or action is required
• Accurately document customer conversations, cancellation reasons, retention attempts, and outcomes within the CRM
• Identify recurring cancellation trends and communicate findings to management
• Deliver a positive customer experience even when an order cannot be retained
• Meet individual and team KPIs related to customer retention, saved orders, follow-up, and service quality
• Follow WindshieldHUB policies while exercising sound judgment to resolve customer concerns
• Take full ownership of assigned cases from initial contact through final resolution

Customer Retention Specialist, Cancellation

Customer Retention, Cancellation Specialist

Customer Retention and Cancellation Specialist