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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

  • $31,720

    Average Salary

What Does A Retention Specialist Do At Carmax

* Answers inbound and/or makes outbound calls to probe for root cause of the customer's situation and negotiate creative solutions to allow the customer to redeem or retain their vehicle. (ie. educate customers on reinstatement and sale processes, facilitate reinstatements/redemptions, coordinate buy-backs or trade-in's, alternate financing solutions, extensions, etc..).
* Position could require additional specialty call types as volume dictates.
* Complete account research and follow up through vendor websites, company systems and repossession/remarketing documentation to determine next action steps and verify services completed
* Complete vehicle releases through the review of repossession and remarketing documentation) and, obtain, verify and retain requirements for reinstatement/redemption)
* Resolve elevated issues pertaining to customer concerns including research with CarMax Stores, outside vendors and third parties as it pertains to the reinstatement, redemption or return of a vehicle

What Does A Retention Specialist Do At Comcast

* Uses active listening, empathy, and assumes ownership of customer
* issues through to resolution.
* Communicates a professional sense of urgency, with various
* departments, in an effort to rectify customer issues.
* Minimizes churn by strategically offering product bundles and price
* points that meet the needs of the customers' budget and business
* applications and expands their product mix with Comcast.
* Proactively encourages retention by contacting clients at various high
* propensity churn points in their life cycle (i.e. months prior to
* contract expiration, after successive service calls, etc.) to assure
* customer satisfaction and to re-contract and extend customer
* relationships where appropriate.
* Meets or exceeds budgeted retention goals for all product lines.
* Demonstrates strong problem solving and communications skills.
* Regular, consistent and punctual attendance.
* Must be able to work
* nights and weekends, variable schedule(s) and overtime as necessary.
* Other duties and responsibilities as assigned

What Does A Retention Specialist Do At Unitedhealth Group

* Inbound and Outbound Call Campaign Support & Results:Maintain a strong understanding of State Medicaid programsMeet/Exceed basic call center metrics and expectations consistently (Quality, Adherence, Campaign outcomes, Attendance, etc.)Accurately and efficiently collect and input pertinent information obtained into the appropriate company systemsAbility to navigate through multiple systems, with a general understanding of the United HealthCare Products and Benefits.
* Create meaningful, compassionate connections with Community and State consumers while engaging in fact finding conversationsDemonstrate compassion while working with individuals who are economically disadvantaged, medically underserved or without employer funder health coverageComfortable with Medicaid eligible client base and possesses compassion and understanding for the Medicaid population.
* Inbound: 25% Effective organizational skills with a personal focus to complete tasks within communicated deadlinesExcellent communication skills – demonstrating high level writing and verbal skills.
* Effective with the dissemination of information and good listenerAbility to multi-task; understand different Community and State campaigns and how United Healthcare can become or remain relevant in key marketsOutbound: 65% Daily management and completion of multiple Community and State call campaigns with initiatives that vary by campaignStrong understanding of prioritizing business goals to meet expected campaign deadlinesWith frequent change in campaigns, showcase the ability to exhibit self-direction on prioritizing the daily campaign needs with limited direction Adhere to call center format of a prescheduled day, demonstrating flexibility for both inbound and outbound call effortsConduct former member surveys thoroughly and professionally while following an approved scriptContact newly enrolled members as identified by the Business to welcome them to our health plans.
* The primary goal of this interaction is to verify key information about the member and review the plan benefits available.
* The representative should be able to develop a positive relationship and ensure the member has the information and documentation they need to have a positive experience as our member.
* Complete a Health Risk Assessment following the UnitedHealthcare national standard HRA as programmed into CareOne and the HRA database
* Offline Performance Focus:
* Work effectively with team, and across the organization, to further the goals of the business.
* Building skills through Team Meetings, 1x1 Coaching, Call calibrations, Peer Coaching’s etc
* Desired Soft Skills Understand & supportive of company’s vision and mission linked to direct application of methods and strategies to accomplish Community and State business goals
* Self-driven goal oriented individual with the desire to go above and beyond for a consumer while meeting business metricsAbility to demonstrate United HealthCare’s Core Values with internal and external interactions.
* Team player with the ability to be flexible in a changing environment.
* Qualifications Spanish Bilingual RequiredMinimum of 1 year customer service experience in a related environment An education level of at least a high school diploma or GED OR 10 years of equivalent working experienceDemonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs Demonstrated ability to listen skillfully, collect relevant information, determine need and consult with caller to provide appropriate product to fit their needsFlexibility to customize approach to meet all types of caller communication styles and personalitiesAbility to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as neededAll new hires will be required to successfully complete the Sales and Service Training classes and demonstrate proficiency of the materialPhysical Requirements and Work Environment Ability to converse with consumers / members for the a full day’s work, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, long periods working at a computerService center environment has a moderate noise level due to representatives talking, computers, printers, and floor activity There are several steps in our hiring process - it’s a thorough process because we want to ensure the best job and culture fit for you and for us.
* In today’s ultra-competitive job market, the importance of putting your best foot forward is more important than ever.
* And you can start by completing all required sections of your application.
* i.e. profile, history, certifications and application/job questions).
* Once you submit your resume, you’ll receive an email with next steps.
* This may include a link for an on-line pre-screening test that we ask you to complete as part of our selection process.
* You may also be asked to complete a digital video interview, but we will offer full instructions and tips to help you.
* After you have completed all of these steps, you can check on the status of your application at any time, but you will also be notified via e-mail. http://uhg.hr/OurApplicationProcessKeywords: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, office, phone support, training class, customer service advocate, customer service rep, SME, Senior, SR, bilingual, SpanishCareers at UnitedHealthcare Medicare & Retirement
* The Boomer generation is the fastest growing market segment in health care.
* And we are the largest business in the nation dedicated to serving their unique health and well-being needs.
* Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers.
* You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our health care system.
* Ready? It's time to do your life's best work
* SM Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
* UnitedHealth Group is a drug-free workplace.
* Candidates are required to pass a drug test before beginning employment. af018692-ce70
* ac3
* dcd49680c0
* Bilingual (Spanish / English) Community & State Consumer Retention Specialist
* Green Bay, WI
* Wisconsin
* Green Bay

What Does A Retention Specialist Do At Dish

* You will be responsible for retaining customers by sharing your knowledge and enthusiasm about our pricing, service, and technology.
* Our Customer Retention Specialists typically talk with 35
* existing customers per day, from all over the country.
* By building quick rapport and using your assertiveness and confidence, youll educate current customers on why they should stay with DISH! You should feel comfortable overcoming objections, have a desire to constantly learn, and be willing to accept feedback.
* We need driven individuals who can adapt as we continue to grow and who are motivated to advance to handle new responsibilities

What Does A Retention Specialist Do At Conduent

* Responds to telephone inquiries and complaints using standard scripts and procedures
* Gathers information, researches/resolves inquiries and logs customer calls
* Communicates appropriate options for resolution in a timely manner
* Informs customers about services available and assesses customer needs
* Prepares standard reports to track workload, response time and quality of input
* Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
* People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form.
* For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form

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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.


Customer service representatives typically need a high school diploma.


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 jobs

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Retention Specialist Career Paths

Retention Specialist
Technical Support Representative Technical Support Technician Technician
Account Manager
5 Yearsyrs
Sales Specialist Personal Banker Operation Supervisor
Assistant General Manager
5 Yearsyrs
Technical Support Technician Technician Service Manager
Branch Manager
6 Yearsyrs
Member Service Representative Office Manager Account Manager
Business Development Manager
9 Yearsyrs
Sales Specialist Merchandiser Call Center Representative
Call Center Manager
6 Yearsyrs
Account Specialist Customer Care Representative Customer Account Representative
Customer Account Manager
5 Yearsyrs
Support Specialist Account Specialist Customer Care Representative
Customer Care Supervisor
5 Yearsyrs
Service Coordinator Service Advisor Assistant Service Manager
Customer Relations Manager
5 Yearsyrs
Service Representative Account Executive Sales Manager
Director Of Sales
10 Yearsyrs
Service Representative Account Manager Sales Manager
General Manager
7 Yearsyrs
Technical Support Technician Technical Support Specialist Systems Administrator
Information Technology Manager
8 Yearsyrs
Recruiter Operations Manager Sales Consultant
Internet Sales Manager
6 Yearsyrs
Member Service Representative Service Representative Account Executive
Office Manager
5 Yearsyrs
Technical Support Representative Technical Support Specialist Business Analyst
Product Manager
7 Yearsyrs
Operations Manager General Manager Account Manager
Sales Account Manager
6 Yearsyrs
Operations Manager Account Executive Sales Manager
Sales And Marketing Manager
6 Yearsyrs
Specialist Account Manager Account Executive
Sales Manager
5 Yearsyrs
Personal Banker Service Representative Customer Care Representative
Senior Representative
5 Yearsyrs
Specialist Security Officer Technician
Service Manager
7 Yearsyrs
Recruiter Instructor Technical Support Specialist
Support Supervisor
5 Yearsyrs
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Retention Specialist Demographics


  • Female

  • Male

  • Unknown



  • White

  • Hispanic or Latino

  • Asian

  • Unknown

  • Black or African American

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Languages Spoken

  • Spanish

  • French

  • Portuguese

  • German

  • Russian

  • Arabic

  • Carrier

  • Tagalog

  • Chinese

  • Japanese

  • Swedish

  • Swahili

  • Hindi

  • Mandarin

  • Korean

  • Khmer

  • Dari

  • Armenian

  • Cantonese

  • Hebrew

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Retention Specialist

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Retention Specialist Education

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Top Skills for A Retention Specialist


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Top Retention Specialist Skills

  1. Customer Service Skills
  2. Inbound Disconnect/Downgrade Calls
  3. Ensure Customer Satisfaction
You can check out examples of real life uses of top skills on resumes here:
  • Utilized expert customer service skills to discuss service issues with clients and find appropriate solutions in lieu of service cancellation.
  • Maximized retention opportunities by responding to inbound disconnect/downgrade calls in a continuous effort to retain customers.
  • Provide excellent customer services and ensure customer satisfaction.
  • Provided technical assistance to customers in relation to cable, phone & internet services.
  • Utilize personal discretion when dealing with normal business practices to ensure customer retention through appropriate product and services discounts.

Top Retention Specialist Employers

Retention Specialist Videos

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