How to hire a retention specialist

How to hire a retention specialist, step by step

Here's a step-by-step retention specialist hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a retention specialist job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new retention specialist
• Step 8: Go through the hiring process checklist

What does a retention specialist do?

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1. Identify your hiring needs

   Before you start hiring a retention specialist, identify what type of worker you actually need. Certain positions might call for a full-time employee, while others can be done by a part-time worker or contractor.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   You should also consider the ideal background you'd like them a retention specialist to have before you start to hire. For example, what industry or field would you like them to have experience in, what level of seniority or education does the job require, and how much it'll cost to hire a retention specialist that fits the bill.

   The following list breaks down different types of retention specialists and their corresponding salaries.

   Type of Retention Specialist	Description	Hourly rate
   Retention Specialist	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$13-23

2. Create an ideal candidate profile

   Common skills:

   • Customer Service
   • Outbound Calls
   • PowerPoint
   • Customer Satisfaction
   • Customer Accounts
   • Billing Issues
   • Customer Complaints
   • Customer Inquiries
   • Troubleshoot
   • Customer Issues
   • Credit Card
   • Customer Care
   • Payment Arrangements
   • Customer Relationships

   Check all skills

   Responsibilities:

   • Save customer relationship by managing and exceeding TWC goals.
   • Prepare proposals and analysis for county Medicaid facilitators to educate regarding available manage care programs.
   • Increase revenue through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers.
   • Provide advance troubleshooting of wireless broadband, IP services, PC's, wireless routers.
   • Process payments via CSG and ICOMS.
   • Provide rep support, assist with account flow, escalation, reschedule, expedites, construction/survey.

   More retention specialist duties

3. Make a budget

   Including a salary range in the retention specialist job description is a good way to get more applicants. A retention specialist salary can be affected by several factors, such as the location of the job, the level of experience, education, certifications, and the employer's prestige.

   For example, the average salary for a retention specialist in South Carolina may be lower than in California, and an entry-level engineer typically earns less than a senior-level retention specialist. Additionally, a retention specialist with lots of experience in the field may command a higher salary as a result.

   Average retention specialist salary

   $37,175yearly

   $17.87 hourly rate

   ---

   Entry-level retention specialist salary

   $28,000 yearly salary

   Updated January 5, 2026

   Average retention specialist salary by state

   Rank	State	Avg. salary	Hourly rate
   1	California	$48,342	$23
   2	Maryland	$43,991	$21
   3	Massachusetts	$42,343	$20
   4	New York	$41,747	$20
   5	Connecticut	$39,181	$19
   6	Oregon	$38,982	$19
   7	Arizona	$38,583	$19
   8	Delaware	$38,451	$18
   9	Colorado	$37,864	$18
   10	Minnesota	$37,399	$18
   11	New Jersey	$36,636	$18
   12	Missouri	$36,480	$18
   13	Montana	$36,465	$18
   14	Florida	$36,129	$17
   15	Texas	$35,700	$17
   16	Wisconsin	$35,462	$17
   17	Ohio	$35,430	$17
   18	Nevada	$35,332	$17
   19	Illinois	$35,297	$17
   20	North Carolina	$34,045	$16

   Average retention specialist salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Adobe	$76,784	$36.92	2
   2	Shearman & Sterling	$73,804	$35.48
   3	AIG	$64,433	$30.98	5
   4	California State University, Fullerton	$50,946	$24.49
   5	Faulkner University	$49,902	$23.99
   6	University of California	$47,738	$22.95	13
   7	Minnesota State Fair	$46,160	$22.19	1
   8	Blue Raven Solar	$45,912	$22.07
   9	EnergyUnited	$45,817	$22.03
   10	Victory Automotive Group	$45,334	$21.80
   11	National Life Group	$44,193	$21.25	4
   12	Security Service Federal Credit Union	$43,356	$20.84	2
   13	The City University of New York	$43,352	$20.84	4
   14	American Water	$43,076	$20.71	1
   15	Dallas College	$42,591	$20.48	5
   16	University of Wisconsin System	$42,315	$20.34	2
   17	Stericycle	$42,146	$20.26	9
   18	Takeda Pharmaceuticals U.S.A., Inc.	$42,105	$20.24	12
   19	Chippewa Valley Schools	$41,423	$19.91
   20	St. Patrick Center	$40,760	$19.60

4. Writing a retention specialist job description

   A retention specialist job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. Below, you can find an example of a retention specialist job description:

   Retention specialist job description example

   Are you a passionate person who loves making a difference in the lives of others? Then, we are looking for you! If this sounds like you, continue reading!
   
   Comfort Keepers ® is the premier provider of in-home care services and is a rapidly growing organization. Customer service is at the heart of what we do, and we strive to ensure that our Clients and Caregivers always have a positive experience!
   
   The Retention & Satisfaction role was imagined to give our new and existing clients and caregivers the best possible experience. You'll work with the care team to address, resolve and close any issues. In addition, you'll ensure that our clients and caregivers are supported. We believe we are stronger together, and you'll help us achieve the best version of ourselves.
   Salary: $25/hr + Commission Location: San Diego, CA Schedule: Monday - Friday Hybrid / Field and Office environment
   Retention Job Benefits:
   Competitive Pay 401k Paid Time Off Sick Pay Hands-on Training Friendly, Respectful, and Supportive Staff On-going career development support
   Job Description
   Intro and check-in calls with new employees and clients Schedule assessments and reassessments Conduct surveys and reviews Conduct care appreciation calls Follow up and loop closure with any issues Keep track of the birthdays and anniversaries of caregivers and clients Visit clients and caregivers in the field as needed Help improve retention of caregivers and clients Complete special projects as assigned
   Desired Knowledge, Skills & Abilities include:
   Have a genuine passion and a caring interest in the senior population. Must possess and demonstrate excellent communication, human relations, and organizational skills. A positive professional and business image that represents the best of who Comfort Keepers are. Must be a reliable and accountable team player. Be proactive when issues arise. Proficiency in word processing and computer skills (Office, Excel, & PowerPoint). Will master additional software, including Google Calendar and ClearCare management system. Able to work in a collaborative environment under pressure while maintaining the highest level of respect for your colleagues. Highly organized with the ability to prioritize Able to adapt to the frequently changing needs of clients, caregivers, and the admin team. They will have a high degree of integrity to work without supervision and conduct themselves in a manner that represents the best of what Comfort Keeper is. Detail-oriented and able to multi-task A minimum of one year of professional experience in the homecare/healthcare field preferred Must have a high school diploma or GED Must be 18 years or older Must submit to Criminal Background Investigation, Motor Vehicle Driving Record, and Pre-Employment Drug Screening
   
   Comfort Keepers' mission is to provide our clients with the highest quality of life that is achievable. We are committed to providing the highest quality of care in the most professional manner possible. We are an independently owned and operated franchise business with over 500 offices internationally.

   Copy this example

   

5. Post your job

   There are a few common ways to find retention specialists for your business:

   • Promoting internally or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to meet candidates with the right educational background.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to recruit passive job-seekers.

   Post your job online:

   • Post your retention specialist job on Zippia to find and recruit retention specialist candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Recruiting retention specialists requires you to bring your A-game to the interview process. The first interview should introduce the company and the role to the candidate as much as they present their background experience and reasons for applying for the job. During later interviews, you can go into more detail about the technical details of the job and ask behavioral questions to gauge how they'd fit into your current company culture.

   Remember to include a few questions that allow candidates to expand on their strengths in their own words. Asking about their unique skills might reveal things you'd miss otherwise. At this point, good candidates can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new retention specialist

   Once you have selected a candidate for the retention specialist position, it is time to create an offer letter. In addition to salary, the offer letter should include details about benefits and perks that are available to the employee. Ensuring your offer is competitive is vital, as qualified candidates may be considering other job opportunities. The candidate may wish to negotiate the terms of the offer, and it is important to be open to discussion and reach a mutually beneficial agreement. After the offer has been accepted, it is a good idea to formalize the agreement with a contract.

   It's equally important to follow up with applicants who don't get the job with an email letting them know that the position has been filled.

   To prepare for the new retention specialist first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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How much does it cost to hire a retention specialist?