Customer Retention Specialist

• Proactively engage with customers at risk of canceling, understanding their pain points, and crafting compelling solutions that drive long-term retention.
• Utilize advanced negotiation techniques to reinforce our value proposition and resolve customer concerns effectively.
• Maintain deep knowledge of our products, services, and competitive landscape to provide best-in-class customer solutions.
• Collaborate with internal teams (Customer Experience, Sales, Operations) to ensure a seamless retention process.
• Provide superior customer service through phone, email, and text communications.
• Handle advanced residential billing and service concerns with professionalism and efficiency.
• Accurately update and maintain customer records as needed.

Customer Retention Representative

• Builds rapport with residents and manages all communication flow related to lease renewals
• Meets and/or exceeds daily, weekly, and monthly renewal performance and measures
• Coordinates the timely completion of all lease renewals for review by the Lease processing team
• Effectively communicates the lease renewal process, month to month, and lease renewal status with residents
• Has a thorough and detailed understanding of Progress Residential lease renewal process
• Represents the company to current residents and others in a courteous and professional manner – always putting customer service first
• Has a strong understanding of Progress Residential lease agreements and can accurately explain them to existing residents in a user-friendly manner
• Understands customer needs and requirements.

Retention Specialist II, Nevada RE License Required

• Help strengthen Yelp’s revenue retention by providing exceptional and timely customer support
• Logged into an inbound phone queue for the majority of your day, consulting and educating our current Yelp advertisers
• Show clients the value of Yelp by highlighting their investment returns through ad performance metrics
• Use strong listening and conflict resolution skills to handle escalated clients
• Become an expert in Yelp’s advertising solutions and adapt product recommendations quickly to suit client needs
• Exhibit strong communication skills, both externally with clients and internally with other Yelp employees
• Remain organized and efficient in a fast-paced environment
• Consistently achieve/exceed monthly goals

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Customer Retention Representative

Retention Specialist II, Nevada RE License Required

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