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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

  • $39,000

    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 Career Paths

Retention Specialist
Specialist Team Leader Assistant Manager
Sales Manager
5 Yearsyrs
Specialist Team Leader Manager
Account Manager
5 Yearsyrs
Specialist Team Leader Store Manager
Branch Manager
6 Yearsyrs
Account Executive Sales Manager
Director Of Sales
10 Yearsyrs
Account Executive Account Manager
Senior Account Manager
7 Yearsyrs
Account Executive Sales Manager Account Manager
Business Development Manager
9 Yearsyrs
Certified Nursing Assistant Technician Field Service Technician
Service Manager
6 Yearsyrs
Certified Nursing Assistant Technician Consultant
Product Manager
6 Yearsyrs
Certified Nursing Assistant Lead Teacher Assistant Manager
District Sales Manager
7 Yearsyrs
Technical Support Technician Systems Administrator Consultant
Regional Sales Manager
9 Yearsyrs
Technical Support Technician Field Service Technician Operations Manager
Territory Manager
7 Yearsyrs
Technical Support Technician Consultant Sales Manager
Sales And Marketing Manager
6 Yearsyrs
Collections Specialist Credit Analyst Account Manager
Client Services Manager
7 Yearsyrs
Collections Specialist Accounts Receivable Specialist Credit Analyst
Relationship Manager
6 Yearsyrs
Collections Specialist Credit Analyst Branch Manager
Manager, Assistant Vice President
7 Yearsyrs
Coordinator Executive Assistant Store Manager
Sales Account Manager
6 Yearsyrs
Coordinator Executive Assistant Customer Service Manager
Call Center Manager
6 Yearsyrs
Coordinator Human Resources Coordinator Customer Service Supervisor
Customer Care Supervisor
5 Yearsyrs
Member Service Representative Representative Claims Representative
Senior Representative
5 Yearsyrs
Representative Sales Specialist Regional Accounts Manager
Customer Account Manager
5 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
Top Careers Before Retention Specialist
Cashier 13.6%
Manager 2.7%
Server 2.6%
Internship 2.2%
Supervisor 2.1%
Top Careers After Retention Specialist
Cashier 8.5%
Specialist 3.7%
Supervisor 3.0%
Manager 2.6%
Server 2.5%

Do you work as a Retention Specialist?

Retention Specialist Demographics

Gender

Female

58.4%

Male

31.7%

Unknown

9.9%
Ethnicity

White

62.0%

Hispanic or Latino

17.3%

Black or African American

11.6%

Asian

5.7%

Unknown

3.5%
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Foreign Languages Spoken

Spanish

75.6%

French

5.0%

Portuguese

2.6%

German

2.6%

Russian

2.3%

Chinese

1.7%

Mandarin

1.3%

Arabic

1.3%

Carrier

1.0%

Tagalog

1.0%

Italian

1.0%

Japanese

1.0%

Hindi

0.7%

Cantonese

0.7%

Polish

0.7%

Turkish

0.3%

Somali

0.3%

Korean

0.3%

Khmer

0.3%

Georgian

0.3%
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Retention Specialist Education

Schools

University of Phoenix

28.7%

Kaplan University

6.8%

Ashford University

6.5%

Strayer University

6.0%

Blinn College

6.0%

Columbus State Community College

5.0%

University of North Carolina at Greensboro

4.1%

Arizona State University

3.5%

Florida State College at Jacksonville

3.5%

University of Wisconsin - Milwaukee

3.4%

Liberty University

2.9%

American InterContinental University

2.9%

Hillsborough Community College

2.9%

Austin Community College

2.8%

Walden University

2.7%

Broward College

2.6%

Grand Canyon University

2.5%

Pikes Peak Community College

2.5%

Norfolk State University

2.4%

Houston Community College

2.3%
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Majors

Business

31.0%

Psychology

6.6%

Criminal Justice

6.3%

Communication

5.5%

Health Care Administration

5.3%

Medical Assisting Services

4.3%

General Studies

4.2%

Accounting

4.2%

Management

4.1%

Human Resources Management

3.8%

Nursing

3.7%

Marketing

3.1%

Education

2.9%

Liberal Arts

2.7%

Computer Science

2.1%

Sociology

2.1%

Finance

2.1%

Social Work

2.0%

Political Science

2.0%

Elementary Education

1.9%
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Degrees

Bachelors

33.0%

Other

32.0%

Associate

15.6%

Masters

10.7%

Certificate

4.9%

Diploma

2.1%

Doctorate

0.9%

License

0.7%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$39,000
View Detailed Salary Report
$21,000
Min 10%
$39,000
Median 50%
$39,000
Median 50%
$39,000
Median 50%
$39,000
Median 50%
$39,000
Median 50%
$39,000
Median 50%
$39,000
Median 50%
$71,000
Max 90%
Best Paying Company
Kroger
Highest Paying City
San Francisco, CA
Highest Paying State
Hawaii
Avg Experience Level
1.9 years
How much does a Retention Specialist make at top companies?
The national average salary for a Retention Specialist in the United States is $39,200 per year or $19 per hour. Those in the bottom 10 percent make under $21,000 a year, and the top 10 percent make over $71,000.

How Would You Rate The Salary Of a Retention Specialist?

Have you worked as a Retention Specialist? Help other job seekers by rating your experience as a Retention Specialist.

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.
  • Maximized retention opportunities by responding to inbound disconnect/downgrade calls in continuous effort to retain customers.
  • Processed inbound disconnect calls immediately and proficiently.
  • Handled numerous inbound phone calls and accessed customer data from various screens while simultaneously maintaining conversations.
  • Transferred customers when appropriate to Technical support to address connectivity issues.

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

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