Job Title: Retention Specialist (In-Office, Full-Time) Schedule: Monday–Friday | Onsite Position Summary We are seeking a detail-oriented, customer-focused Retention Specialist to join our team. This role is responsible for engaging with existing subscribers, reducing cancellations, resolving account and service concerns, and strengthening long-term customer relationships. The ideal candidate is a strong communicator who can confidently handle challenging conversations, identify customer needs, recommend solutions, and use multiple systems to research and resolve account issues. This person should be goal-oriented, adaptable, and motivated by helping customers find value in their subscription. Key Responsibilities • Handle inbound and outbound retention calls and customer communications. • Proactively engage subscribers who are considering canceling or are at risk of cancellation. • Identify the reason for cancellation and present appropriate save offers, solutions, or alternatives. • Resolve account, billing, delivery, login, app, and digital access concerns when possible. • Research customer accounts and history to personalize retention conversations and determine the best solution. • Accurately document customer interactions, outcomes, and account changes in internal systems. • Work closely with billing, distribution, customer service, and operations teams to resolve subscriber issues. • Meet or exceed retention, save-rate, productivity, quality, and customer service goals. • Identify and communicate recurring cancellation reasons, service issues, and customer trends to management. • Support retention campaigns, outreach initiatives, and other efforts designed to improve subscriber loyalty and reduce churn. • Educate subscribers on available products, digital benefits, apps, newsletters, e-editions, and other subscription features. • Navigate multiple systems and applications simultaneously to research accounts, process requests, and assist customers efficiently. Qualifications • 1–3 years of experience in customer service, retention, call center, sales, or account support preferred. • Strong verbal and written communication skills. • Excellent active listening and problem-solving skills. • Comfortable handling objections, difficult conversations, and cancellation requests. • Customer-focused with the ability to balance empathy with retention and business goals. • Comfortable working with customer databases, CRM systems, billing systems, and other software applications. • Strong attention to detail and organizational skills. • Ability to remain calm, professional, and solution-oriented in challenging customer interactions. • Goal-driven and motivated by achieving individual and team performance goals. • Proficient with basic computer applications and comfortable working across multiple programs, browser windows, and screens simultaneously. • Ability to learn new systems, products, and processes quickly. • Reliable attendance and the ability to work onsite Monday–Friday. The Advocate is an equal employment opportunity employer, committed to recruiting, developing, and promoting a diverse workforce while providing unique opportunities and career paths for our employees. We encourage applicants of all backgrounds and experience levels to apply. Salary: Commensurate with experience Benefits: Medical, dental, vision, Life, Short Term Disability (STD), Long Term Disability (LTD), Paternity Leave, PTO and 401k Retirement Savings company match.