Retention Specialist

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We're energized by new challenges and new possibilities-and we're just getting started!

As a Retention Specialist at Constant Contact, your role is to become a trusted advisor and advocate for our customers at a critical decision point. You will engage directly with customers expressing an intent to cancel or downgrade, and through your consultative, empathetic, and solutions-driven approach, you'll help them rediscover the value of our platform. This position is pivotal in preserving revenue, reducing churn, and ensuring our customers feel heard, supported, and successful.

This is not an entry-level position. You must demonstrate seasoned judgment, advanced negotiation techniques, and a deep understanding of how our platform supports small businesses and nonprofits.

This role can be a fully remote position within the United States. This role pays an hourly base rate of $17-$20 USD and an on target bonus structure of $16,800 annually

What You'll Do
• Customer Retention Excellence
Respond promptly and professionally to customer retention inquiries via phone, email, and Salesforce cases, focusing on delivering positive customer outcomes.
• Handle Save Opportunities
Manage inbound calls from customers requesting cancellation or downgrade. Apply problem-solving anPlease mention the word **WIELDY** and tag RNjguNjUuMTIwLjE1Nw== when applying to show you read the job post completely (#RNjguNjUuMTIwLjE1Nw==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.