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Retention specialist skills for your resume and career

Updated January 8, 2025
4 min read
Retention specialist example skills
Below we've compiled a list of the most critical retention specialist skills. We ranked the top skills for retention specialists based on the percentage of resumes they appeared on. For example, 26.1% of retention specialist resumes contained customer service as a skill. Continue reading to find out what skills a retention specialist needs to be successful in the workplace.

15 retention specialist skills for your resume and career

1. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how retention specialists use customer service:
  • Collected statistical data on call center related information - distributed information to team to enable employees to provide excellent customer service.
  • Retained customers who called to disconnect or downgrade service through persuasive selling and customer service techniques within established guidelines.

2. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how retention specialists use outbound calls:
  • Prevented cancellations of services by offering alternative solutions via inbound/outbound calls.
  • Performed outbound calls to follow up with subscriber satisfaction

3. PowerPoint

Here's how retention specialists use powerpoint:
  • Provided professional training for Microsoft Office; Excel, Word and PowerPoint.
  • Created and delivered PowerPoint presentations on portfolio recommendations and project de-briefs to Marketing Senior VP and regional representatives.

4. Customer Satisfaction

Here's how retention specialists use customer satisfaction:
  • Assist customers effectively by solving customer's disputes, complete data entry, tactfully provide additional information and ensure customer satisfaction.
  • Skilled negotiator of short sale options pertaining to non-performing loans with an objective of minimizing loss severity and increasing customer satisfaction.

5. Customer Accounts

Here's how retention specialists use customer accounts:
  • Opened new customer accounts by recording account information; maintained customer records by updating account information.
  • Provided excellent customer service, and maintained customer accounts by updating customer's personal information.

6. Billing Issues

Billing issues are the mistakes made by the company resulting in a wrong bill for the customer. An example of a billing issue might be adding what is owed incorrectly or accidentally omitting a service the customer bought. The billing issues are the company's responsibility and are caused by the one who calculates the bill. The customer does not need to pay it, however, the dispute may take some time to resolve.

Here's how retention specialists use billing issues:
  • Assisted customer's cancellation requests and billing issues using company software and Microsoft applications.
  • Resolve any billing issues by analyzing customers account and presenting solutions.

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7. Customer Complaints

Here's how retention specialists use customer complaints:
  • Resolved customer complaints and concerns by investigating problems; developed solutions and manage through to resolution.
  • Resolved credit inquiries regarding accounts, conducted and investigated customer complaints to ensure appropriate issue resolution.

8. Customer Inquiries

Here's how retention specialists use customer inquiries:
  • Received/responded/resolved customer inquiries/issues regarding all banking products.
  • Collected customer account information and made process changes to accounts providing accurate and appropriate information in response to customer inquiries.

9. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how retention specialists use troubleshoot:
  • Retained customers calling in to cancel - Soft selling through use of product features and benefits - Troubleshoot minor technical issues
  • Task included, Account Management, Troubleshoot, Sales, Retaining Business, Transferring Services, and Disconnecting Services.

10. Customer Issues

Here's how retention specialists use customer issues:
  • Created and implemented retention tracking process/system to gather and validate all required customer information which identified chronic customer issues.
  • Resolved complex customer issues dealing with telephony service by communicating with the Federal Communications Commission and the customer.

11. Credit Card

A type of card issued by banks and other financial institutions, that enable users to manage and borrow their finances is called a credit card. The funds borrowed from a financial institution through a credit card are meant to be paid back along with certain amounts of interest imposed by the bank.

Here's how retention specialists use credit card:
  • Specialized in retaining customers for services and products from other vendors (Credit Card protection/AutoVantage/Entertainment Discounts).
  • Documented customers reasoning for cancellation of credit card for future knowledge and improvement opportunities.

12. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how retention specialists use customer care:
  • Solicit cross-selling & up-selling opportunities within the customer care experience.
  • Provided excellent customer care and exceeded customer needs.

13. Payment Arrangements

Here's how retention specialists use payment arrangements:
  • Conducted Recovery collections of post charge-off accounts, customer service, negotiation of payment arrangements and other loss mitigation activities.
  • Negotiated payment arrangements with the goal of keeping borrowers in their homes and foreclosures/repossessions to a minimum.

14. Customer Relationships

Customer relationships are the interactions and efforts made by a company to improve its customer service. Customer relationships cover not just all of the essential roles performed by customer support, but also the initiatives made before and after the interaction with a customer.

Here's how retention specialists use customer relationships:
  • Maximized retention opportunities by responding to inbound disconnect/downgrade calls in a continuous effort to preserve customer relationships.
  • Acquired, retained, deepened and managed customer relationships, prospecting new clients to grow sales and business development.

15. Product Knowledge

Product knowledge is the skill of having better information and knowledge about the product you are selling. Product knowledge is essential for the employees of the companies so they can communicate and inform the customers about the product. Having great product knowledge is essential for a better sales pitch and to give the customer a better and complete idea of the product that will influence him to buy the product eventually.

Here's how retention specialists use product knowledge:
  • Demonstrated customer services, sales and educated customers w/ specific product knowledge/requirements.
  • Engaged in Troubleshooting to resolve service, pricing and technical support problems for customers through effective questioning and cross-functional product knowledge.
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List of retention specialist skills to add to your resume

Retention specialist skills

The most important skills for a retention specialist resume and required skills for a retention specialist to have include:

  • 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
  • Product Knowledge
  • Quality Standards
  • Customer Loyalty
  • Retention Efforts
  • Customer Feedback
  • Customer Support
  • Customer Calls
  • Billing Inquiries
  • Customer Retention
  • Product Line
  • Sales Techniques
  • Customer Interaction
  • Retention Rate
  • Technical Issues
  • Billing Disputes
  • Upselling
  • Delinquent Accounts
  • Bundling
  • Computer Applications
  • Technical Troubleshooting
  • Customer Queries
  • Customer Grievances
  • Customer Negotiations
  • Comcast
  • DIRECTV
  • Disconnect Service
  • Financial Difficulties

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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