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Become A Retention Specialist

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Working As A 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

  • $35,251

    Average Salary

What Does A 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 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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Retention Specialist Videos

2015 IT Salary and Hiring Trends

Michael Page Engineering & Manufacturing: 2013 salary survey

Retention Specialist Jobs

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Retention Specialist Career Paths

Retention Specialist
Technical Support Representative Technical Support Specialist Specialist
Account Manager
5 Yearsyrs
Pharmacist Technician Security Officer Night Auditor
Assistant General Manager
5 Yearsyrs
Technical Support Representative Systems Administrator Operations Manager
Branch Manager
6 Yearsyrs
Specialist Case Manager Program Manager
Business Development Manager
9 Yearsyrs
Recruiter Operations Manager General Manager
Center Manager
6 Yearsyrs
Account Specialist Accounts Receivable Specialist Account Manager
Client Services Manager
7 Yearsyrs
Customer Specialist Customer Support Specialist Customer Support Manager
Customer Account Manager
6 Yearsyrs
Pharmacist Technician Sales Consultant Internet Sales Manager
Customer Relations Manager
5 Yearsyrs
Service Representative Account Executive Sales Manager
Director Of Sales
10 Yearsyrs
Account Representative Sales Manager District Manager
District Sales Manager
7 Yearsyrs
Technical Support Technician Technical Support Specialist Quality Assurance Analyst
Quality Assurance Manager
9 Yearsyrs
Technical Support Technician Technician Operations Manager
Regional Sales Manager
9 Yearsyrs
Recruiter Instructor Account Manager
Relationship Manager
6 Yearsyrs
Member Service Representative Office Manager Account Manager
Sales Account Manager
6 Yearsyrs
Member Service Representative Service Representative Account Executive
Sales And Marketing Manager
6 Yearsyrs
Specialist Account Manager Account Executive
Sales Manager
5 Yearsyrs
Account Specialist Accountant Account Executive
Sales/Marketing
5 Yearsyrs
Service Representative Account Manager
Senior Account Manager
7 Yearsyrs
Account Representative Account Executive
Territory Manager
7 Yearsyrs
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Do you work as a Retention Specialist?

Help others decide if this is a good career for them

Average Length of Employment
Service Specialist 2.7 years
Center Specialist 2.6 years
Top Careers Before Retention Specialist
Cashier 10.2%
Teller 5.0%
Manager 3.0%
Server 2.5%
Internship 2.4%
Supervisor 2.2%
Top Careers After Retention Specialist
Teller 4.5%
Cashier 4.4%
Supervisor 3.8%
Specialist 3.7%
Manager 3.0%

Do you work as a Retention Specialist?

Retention Specialist Demographics

Gender

Female

63.7%

Male

34.2%

Unknown

2.2%
Ethnicity

White

61.8%

Hispanic or Latino

17.5%

Black or African American

11.3%

Asian

5.8%

Unknown

3.5%
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Foreign Languages Spoken

Spanish

75.3%

French

4.0%

Portuguese

4.0%

German

4.0%

Russian

2.0%

Arabic

1.5%

Hindi

1.0%

Carrier

1.0%

Chinese

1.0%

Japanese

1.0%

Hebrew

0.5%

Somali

0.5%

Mandarin

0.5%

Korean

0.5%

Khmer

0.5%

Georgian

0.5%

Turkish

0.5%

Dari

0.5%

Cantonese

0.5%

Greek

0.5%
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Retention Specialist Education

Schools

University of Phoenix

24.7%

Blinn College

9.6%

Ashford University

6.8%

Strayer University

6.0%

Kaplan University

5.1%

Columbus State Community College

4.1%

Arizona State University

3.6%

Walden University

3.4%

American InterContinental University

3.4%

University of Wisconsin - Milwaukee

3.4%

Central New Mexico Community College

3.4%

Liberty University

3.4%

Grand Rapids Community College

3.2%

Greenville Technical College

3.2%

Hillsborough Community College

3.2%

Tennessee State University

2.8%

Florida State College at Jacksonville

2.8%

Grand Canyon University

2.8%

University of North Carolina at Greensboro

2.6%

Sinclair Community College

2.6%
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Majors

Business

30.8%

Psychology

7.0%

Criminal Justice

6.9%

Communication

6.1%

Health Care Administration

4.8%

General Studies

4.8%

Management

4.2%

Human Resources Management

3.8%

Accounting

3.7%

Nursing

3.4%

Education

3.1%

Medical Assisting Services

3.0%

Marketing

2.7%

Finance

2.4%

Liberal Arts

2.3%

Sociology

2.3%

Elementary Education

2.2%

English

2.2%

Political Science

2.1%

Computer Science

2.0%
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Degrees

Bachelors

33.2%

Other

33.0%

Associate

13.5%

Masters

11.8%

Certificate

5.2%

Diploma

1.3%

Doctorate

1.2%

License

0.7%
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Retention Specialist Videos

2015 IT Salary and Hiring Trends

Michael Page Engineering & Manufacturing: 2013 salary survey

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Top Skills for A Retention Specialist

  1. Customer Service
  2. Downgrade Calls
  3. Inbound Disconnect
You can check out examples of real life uses of top skills on resumes here:
  • Worked in a structured team setting to provide exceptional customer service and debt counseling to borrowers experiencing financial difficulties.
  • Maximize retention opportunities by responding to inbound disconnection or downgrading calls in a continuous effort to retain customers.
  • Handled numerous inbound phone calls and accessed customer data from various screens while simultaneously maintaining conversations.
  • Assisted customer's cancellation requests and billing issues using company software and Microsoft applications.
  • Facilitate with sales team and other internal functional areas to insure overall customer satisfaction within assigned base of accounts.

How Would You Rate Working As a Retention Specialist?

Are you working as a Retention Specialist? Help us rate Retention Specialist as a Career.

Top Retention Specialist Employers

Jobs From Top Retention Specialist Employers

Retention Specialist Videos

2015 IT Salary and Hiring Trends

Michael Page Engineering & Manufacturing: 2013 salary survey

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