Customer Retention, Cancellation Specialist

WindshieldHUB.com

Customer Retention & Cancellation Specialist at WindshieldHUB, managing customer cancellations and retention efforts. Focused on delivering exceptional customer experiences and achieving team KPIs.

Posted 7/25/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer retention and objection-handling skills while effectively collaborating with cross-functional teams to deliver exceptional service. Proficient in documenting customer interactions and identifying trends to enhance service quality and meet KPIs.

Highest-signal resume keywords

Customer RetentionObjection HandlingCRM Software ExperienceVerbal CommunicationProblem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceSalesNegotiationCall Center OperationsDocumentation

Soft Skills

Active ListeningConfidenceCalmness Under PressureOrganizational SkillsCollaboration

Tools & Technologies

CRM SoftwareCall Center Software

Industry Keywords

Customer ExperienceCancellation TrendsKPI ManagementService QualityWindshieldHUB Policies

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

At least 2 years of experience in Customer Service, Customer Retention, Sales, Collections, Call Center Operations, or another customer-facing role.
Fluent English (spoken and written).
Reliable high-speed internet connection.
Quiet, professional home office suitable for handling customer calls.
Noise-canceling headset (preferred).
Strong sales, retention, negotiation, and objection-handling skills
Excellent verbal communication and active listening
Confidence handling frustrated or dissatisfied customers
Ability to remain calm and professional during difficult conversations
Strong problem-solving and decision-making skills
Ability to quickly build customer trust
Results-driven mindset with strong accountability
Excellent organizational and follow-up skills
Ability to thrive in a fast-paced environment
Strong collaboration with cross-functional teams
Experience using CRM, call center, or sales software is a plus

Benefits

Comp & perks

100% Remote Position
Competitive salary and performance incentives
Opportunity to work directly with customers across the United States
Supportive, growth-oriented work environment
Comprehensive training and career advancement opportunities