Job Title: Customer Loyalty Specialist

Schedule: Monday to Friday, 8:00 AM – 5:00 PM Mountain Time (40 hours a week, 8hrs/day with a 1‑hour unpaid lunch break)

Role Overview

The Customer Loyalty Specialist will play a key role in strengthening customer relationships and reducing account closures. This position involves handling both inbound and outbound calls from customers who are considering closing their accounts, with the primary goal of retaining their business through value‑building conversations and appropriate concessions.

Key Responsibilities

• Handle inbound calls from customers requesting to close their accounts.
• Make outbound calls to follow up with customers at risk of leaving.
• Engage customers in meaningful conversations to understand their concerns and highlight the value of continued service.
• Offer appropriate concessions or solutions to retain customer loyalty.
• Document customer interactions and outcomes accurately in the system.
• Collaborate with team members and management to improve retention strategies.

Qualifications

• Strong communication and interpersonal skills.
• Ability to build rapport and trust with customers quickly.
• Problem‑solving mindset with a focus on customer satisfaction.
• Minimum 2 years experience in customer service, account management, or retention roles preferred.
• Comfortable working in a fast‑paced environment with clear performance goals.