Overview
Call Center Retention Specialist Jobs in Charleston, WV at Coforge
Title: Call Center Retention Specialist
Company: Coforge
Location: Charleston, WV
Job Title: Call Center Retention Specialist
Location: Onsite – South Charleston, WV
Pay Rate: $17/hr + Benefits
Shift Timing: Monday to Friday, between 8:00 AM – 8:00 PM EST
Job Description Key Responsibilities
- Promote and retain company products and services.
- Handle inbound and outbound retention-related calls.
- Negotiate and process save/service order requests effectively.
- Deliver exceptional customer service over the phone.
- Maintain a patient, tactful, and efficient approach when interacting with customers.
- Clearly explain applicable fees, policies, and adjustments.
- Identify customer needs and recommend suitable product and service options.
- Follow structured call flows to enhance overall customer experience.
- Demonstrate strong active listening and problem‑solving skills.
- Meet performance metrics including call quality, retention rate, and customer satisfaction.
Required Experience & Skills
- Prior experience in customer retention, sales, or upselling roles.
- Minimum 1 year of call center experience required.
- Strong communication and negotiation skills.
- Ability to work in a fast‑paced, customer‑focused environment.
- Excellent interpersonal skills with a customer-first mindset.
- Ability to multitask while maintaining accuracy and professionalism.
