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Customer Retention & Renewal Specialist
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USA Quality Staffing INC
West Lake Hills, TX (In Person)
$50,000 Salary, Full-Time
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Job Description
Customer Retention & Renewal Specialist USA Quality Staffing INC West Lake Hills, TX Job Details Full-time $45,000 - $55,000 a year 19 hours ago Benefits Health insurance Dental insurance 401(k) Flexible spending account Tuition reimbursement Paid time off Parental leave Vision insurance 401(k) matching Life insurance Qualifications Customer communication Bachelor's degree Client services Organizational skills Data-driven problem-solving Communications Account management Full Job Description Position Summary We are seeking a proactive and relationship-driven Customer Retention Specialist to join our team. This position is responsible for supporting customer retention efforts, strengthening client relationships, and helping drive long-term customer satisfaction and loyalty. The ideal candidate will serve as a key point of contact for existing customers, working to understand their needs, address concerns, support contract renewal activities, and identify opportunities to enhance the overall customer experience. This role partners closely with Sales, Customer Experience, and Business Strategy teams to reduce customer turnover, improve retention rates, and support business growth initiatives. Essential Duties and Responsibilities
- Develop and maintain strong relationships with existing customers to support longterm retention and engagement.
- Serve as a primary point of contact for customer inquiries, concerns, and retention-related matters.
- Proactively communicate with customers throughout their lifecycle to ensure satisfaction and strengthen relationships.
- Support contract renewal efforts by engaging customers, addressing concerns, and assisting with the renewal process.
- Collaborate with the Sales Director to ensure customer retention and renewal activities align with overall business objectives.
- Work with Customer Experience teams to develop and implement customer lifecycle management strategies.
- Identify opportunities to improve customer satisfaction, retention, and overall customer experience.
- Monitor customer activity, engagement levels, and retention trends to identify potential risks and opportunities.
- Develop and maintain customer engagement and retention processes.
- Generate and provide retention-related metrics, reports, and customer data as requested.
- Analyze retention performance, customer trends, call volume, and other key performance indicators.
- Partner with Business Strategy and other departments to support data-driven retention initiatives.
- Create and maintain process documentation, workflows, and project timelines.
- Maintain accurate customer records and activity tracking within company systems.
- Participate in special projects and additional duties as assigned. Qualifications Education
- Bachelor's degree in Business, Marketing, Communications, or a related field preferred.
- Equivalent combination of education and experience may be considered. Skills & Experience
- Experience in customer retention, account management, client services, customer success, sales support, or a related field preferred.
- Strong relationship-building and customer engagement skills.
- Excellent verbal and written communication skills.
- Ability to effectively communicate with customers, leadership, and cross-functional teams.
- Strong problem-solving and conflict-resolution abilities.
- Experience supporting customer renewals, customer retention initiatives, or account management activities preferred.
- Strong analytical skills with the ability to interpret data and identify trends.
- Ability to develop and maintain processes that improve customer satisfaction and retention.
- Experience creating reports, process flows, and project timelines.
- Strong organizational skills with the ability to manage multiple priorities and deadlines.
- Proficiency with Microsoft Office, including Excel.
- Experience working with CRM systems preferred. Preferred Qualifications
- Experience in a B2B environment.
- Knowledge of customer lifecycle management and retention strategies.
- Familiarity with customer engagement platforms, CRM systems, or marketing automation tools.
- Experience working in a metrics-driven environment with retention or renewal goals. Benefits
- 401(k)
- 401(k) Company Match
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Flexible Spending Account (FSA)
- Paid Time Off (PTO)
- Parental Leave
- Tuition Reimbursement
- Retirement Plan Compensation Compensation is competitive and based on experience.