Customer Retention and Cancellation Specialist

WindshieldHUB.com

Customer Retention & Cancellation Specialist handling customer cancellation requests in the auto glass sector. Resolving concerns and retaining orders while providing exceptional customer experience remotely.

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 analyzing trends to improve retention strategies.

Highest-signal resume keywords

Customer RetentionObjection HandlingCRM Software ExperienceVerbal CommunicationProblem-Solving

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

Customer ServiceSalesNegotiationCall Center OperationsDocumentationKPI AchievementTrend Analysis

Soft Skills

Active ListeningConflict ResolutionProfessionalismOrganizational SkillsCollaboration

Tools & Technologies

CRM SoftwareCall Center Software

Industry Keywords

Customer ExperienceCancellation TrendsService OptionsFollow-UpFast-Paced Environment

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
Join a rapidly growing international company serving over 100 U.S. cities
Be recognized for your performance, ideas, and contributions