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Become A Customer Retention Specialist

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Working As A Customer Retention Specialist

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships

  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $31,720

    Average Salary

What Does A Customer Retention Specialist Do

Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.

Duties

Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer phone calls and use computers to review and select standard responses from a list of options. Those employed in retail stores use registers to process returns or orders.

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How To Become A Customer Retention Specialist

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Customer Retention Specialist Jobs

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Customer Retention Specialist Career Paths

Customer Retention Specialist
Customer Sales Representative Personal Banker Branch Manager
Account Manager
5 Yearsyrs
Driver Delivery Driver Night Auditor
Assistant General Manager
5 Yearsyrs
Security Guard Technician Service Manager
Branch Manager
6 Yearsyrs
Customer Sales Representative Office Manager Account Manager
Business Development Manager
9 Yearsyrs
Driver Technical Support Specialist Technical Support Manager
Call Center Manager
6 Yearsyrs
Sales Manager Regional Sales Manager
Director Of Sales
10 Yearsyrs
Collector Specialist Account Manager
District Sales Manager
7 Yearsyrs
Account Manager Sales Manager
General Manager
7 Yearsyrs
Collections Specialist Specialist Business Analyst
Information Technology Manager
8 Yearsyrs
Sales Agent Account Executive Sales Consultant
Internet Sales Manager
6 Yearsyrs
Sales Consultant Sales Manager
Office Manager
5 Yearsyrs
Specialist Analyst Business Analyst
Product Manager
7 Yearsyrs
Security Guard Security Officer Account Manager
Regional Manager
8 Yearsyrs
Sales Manager General Manager Account Executive
Regional Sales Manager
9 Yearsyrs
Sales Agent Sales Consultant Personal Banker
Relationship Manager
6 Yearsyrs
Collections Specialist Accounts Receivable Specialist Account Manager
Sales Account Manager
6 Yearsyrs
Sales Consultant Senior Sales Representative Sales Manager
Sales And Marketing Manager
6 Yearsyrs
Account Manager Account Executive
Sales Manager
5 Yearsyrs
Collector Account Manager
Senior Account Manager
7 Yearsyrs
Specialist Account Manager Account Executive
Territory Manager
7 Yearsyrs
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Do you work as a Customer Retention Specialist?

Help others decide if this is a good career for them

Average Length of Employment
Customer Service Specialist 2.5 years
Customer Relations Specialist 2.5 years
Customer Support Specialist 2.5 years
Customer Service Executive 2.3 years
Customer Representative 2.2 years
Customer Solutions Specialist 2.2 years
Customer Specialist 2.2 years
Customer Resolution Specialist 2.1 years
Customer Sales Representative 2.1 years
Customer Solution Representative 2.1 years
Customer Retention Specialist 2.0 years
Customer Agent 2.0 years
Customer Care Specialist 1.9 years
Customer Retention Representative 1.9 years
Customer Care Advocate 1.9 years
Retention Specialist 1.9 years
Customer Associate 1.8 years
Retention Representative 1.7 years
Customer Support Agent 1.6 years
Customer Engagement Specialist 1.2 years
Top Employers Before
Customer Service Representative 30.2%
Sales Associate 9.9%
Cashier 8.1%
Teller 5.5%
Assistant Manager 4.9%
Sales Representative 4.4%
Administrative Assistant 4.2%
Sales Associate And Customer Service 3.6%
Store Manager 2.9%
Server 2.7%
Office Assistant 2.6%
Customer Service Specialist 2.6%
Receptionist 2.6%
Service Representative 2.6%
Customer Service Associate 2.5%
Supervisor 2.4%
Manager 2.1%
Office Manager 2.1%
Collections Representative 2.0%
Team Leader 2.0%
Top Employers After
Customer Service Representative 29.0%
Administrative Assistant 7.2%
Teller 7.2%
Sales Associate 6.1%
Cashier 6.1%
Assistant Manager 4.5%
Sales Representative 4.0%
Service Representative 3.4%
Supervisor 3.2%
Manager 3.2%
Team Leader 3.0%
Technical Support Specialist 3.0%
Sales Associate And Customer Service 3.0%
Specialist 2.8%
Account Manager 2.8%
Customer Service Specialist 2.7%
Sales Consultant 2.3%
Office Assistant 2.3%
Store Manager 2.1%
Technical Support Technician 2.1%

Do you work as a Customer Retention Specialist?

Customer Retention Specialist Demographics

Gender

Female

58.1%

Male

40.0%

Unknown

1.9%
Ethnicity

White

79.5%

Hispanic or Latino

12.4%

Asian

5.9%

Unknown

1.7%

Black or African American

0.5%
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Languages Spoken

Spanish

67.9%

French

5.7%

Swedish

3.8%

Arabic

3.8%

Chinese

1.9%

German

1.9%

Japanese

1.9%

Amharic

1.9%

Greek

1.9%

Carrier

1.9%

Hindi

1.9%

Tagalog

1.9%

Russian

1.9%

Czech

1.9%
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Customer Retention Specialist Education

Schools

University of Phoenix

21.8%

Boise State University

10.9%

Kaplan University

5.5%

Central New Mexico Community College

4.8%

Strayer University

4.8%

Alabama A & M University

4.8%

Ashford University

4.2%

American InterContinental University

4.2%

University of Wisconsin - Milwaukee

4.2%

Marshall University

3.6%

Liberty University

3.6%

Columbus State Community College

3.0%

University of Maryland - University College

3.0%

Arizona State University

3.0%

University of Central Oklahoma

3.0%

Florida State University

3.0%

Utah Valley University

3.0%

South Texas College

3.0%

University of North Carolina at Charlotte

3.0%

Idaho State University

3.0%
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Majors

Business

30.6%

Psychology

8.1%

Criminal Justice

7.9%

Communication

5.1%

Accounting

4.9%

Nursing

4.1%

Management

3.8%

General Studies

3.6%

Education

3.4%

Health Care Administration

3.4%

Liberal Arts

3.2%

Human Resources Management

3.2%

Marketing

3.0%

Graphic Design

2.8%

Computer Science

2.4%

Computer Information Systems

2.4%

English

2.3%

Medical Assisting Services

2.3%

Elementary Education

1.9%

Finance

1.9%
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Degrees

Other

35.5%

Bachelors

35.1%

Associate

16.3%

Masters

7.3%

Certificate

3.9%

Diploma

1.4%

License

0.5%
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How Would You Rate The Salary Of a Customer Retention Specialist?

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Top Skills for A Customer Retention Specialist

CustomerRetentionEnsureCustomerSatisfactionInboundCallsTechnicalSupportDirectvCustomerAccountsInternetTBillingIssuesPhoneCallsCustomerComplaintsCustomerInquiriesDataEntryCreditCardOutboundCallsCommunicationSkillsTechnicalIssuesCustomerLoyaltyProductKnowledgeRetentionRate

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  1. Customer Retention
  2. Ensure Customer Satisfaction
  3. Inbound Calls
You can check out examples of real life uses of top skills on resumes here:
  • Develop and maintain excellent relations with existing customers resulting in increased levels of customer retention.
  • Act as intermediary between customer and appropriate departments to ensure customer satisfaction.
  • Job Description: Handled 60-75+ inbound calls per day supporting customers with billing concerns, account adjustments and upgrading existing service.
  • Assisted with technical support by troubleshooting defective devices and resolving customer issues.
  • Assisted DirecTV customers with general questions and concerns about their billing and programming over the phone.

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