GIGA IT is hiring a Customer Retention Specialist for a work-from-home position. In this sales-focused role, you will be responsible for retaining revenue, overcoming objections, and turning cancel requests into renewed customer confidence. You will handle high-level escalations, prevent churn, and drive renewals through consultative and empathetic conversations.
What You'll Do
- Own and manage a high volume of inbound calls from customers considering cancellation.
- Act as a consultative sales professional, uncovering customer needs and recommending solutions.
- Deflect cancellations through persuasive, empathetic, and informed conversations.
- Take full ownership of at-risk customer accounts to re-engage and retain them.
- Meet and exceed key sales and retention targets, including saves, renewals, and customer satisfaction benchmarks.
- Use Nerdy AI and internal systems to guide conversations and accelerate resolutions.
- Collaborate with sales, product, and training teams to share customer feedback and improve retention strategy.
- Navigate complex or emotionally charged situations with grace and a win-back mentality.
- Maintain accurate and up-to-date records in CRM tools.
What We're Looking For
- Fluent in English (written and spoken).
- 3+ years of experience in sales, customer retention, account management, or high-stakes customer service.
- Demonstrated success in meeting sales or revenue retention goals.
- High empathy and emotional intelligence.
- Experience handling customer escalations or save/cancel conversations with a focus on solution-selling.
- Tech-savvy, with the ability to use AI tools and CRM systems.
- Comfortable in a fast-paced, goal-driven environment.
- Strong organizational and time management skills.
- Willing to work a full-time schedule that includes at least evenings and weekend shifts.
- High-speed Internet access (50 Mbps download, 10 Mbps upload) via wired ethernet connection.
Nice to Have
- Education, teaching, or tutoring experience.
Technical Stack
- Nerdy AI
- CRM systems
Team & Environment
Work closely with sales and training teams.
Benefits & Compensation
- Competitive base compensation with generous commission structures.
- Uncapped earning potential.
- Lucrative performance bonuses and incentives.
- Paid 4-week virtual training program.
- Ongoing career development and opportunities for growth.
Work Mode
This is a work-from-home position open to candidates in Brazil, Argentina, Chile, and Costa Rica.
GIGA IT is an equal opportunity employer.
