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**Job Summary:**
The Customer Retention Specialist is responsible for proactively engaging with customers who express concerns, dissatisfaction, or intent to cancel services. This role focuses on understanding customer needs, resolving issues, and offering tailored solutions to retain customers while delivering a positive and professional experience.

**Responsibilities:**
• Handle inbound and outbound customer interactions related to service concerns, billing issues, and cancellation requests.
• Identify reasons for customer dissatisfaction or intent to cancel and apply effective retention strategies to reduce churn.
• Present and explain alternative solutions, including plan changes, service adjustments, promotions, or other retention offers when applicable.
• De-escalate challenging situations with empathy, professionalism, and problem-solving skills.
• Clearly communicate the value of co...