Role Summary:
As a Customer Retention Specialist (Voice/Blended), you will be responsible for proactively engaging with existing customers to ensure their satisfaction, address concerns, and promote loyalty. You will play a crucial role in reducing churn and increasing customer lifetime value through effective communication and problem-solving.

Key Responsibilities:

1. Proactively contact existing customers to gauge satisfaction and identify potential churn risks.
2. Address customer inquiries, complaints, and concerns promptly and professionally.
3. Develop and implement strategies to retain customers and prevent service cancellations.
4. Educate customers on product/service benefits and new offerings to enhance their experience.
5. Collaborate with internal teams to resolve complex customer issues.
6. Maintain accurate records of customer interactions and outcomes in the CRM system.
7. Achieve and exceed customer retention targets.
8. Provide feedback to management on customer trends and potential service improvements.