Customer Retention Specialist, Cancellation

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WindshieldHUB.com

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

📦 Logistics

💼 Consulting

🚘 Automotive

Logistics • Consulting • Automotive

WindshieldHUB. com is an online platform that provides auto glass repair and replacement services. It connects customers with service providers to deliver quick and efficient solutions for damaged windshields. The company emphasizes customer convenience by offering mobile services, meaning technicians can perform repairs and replacements at customers' locations. With a focus on quality and reliability, WindshieldHUB. com aims to streamline the process of windshield maintenance for better customer experience.

📋 Description

• 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

• 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

• 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