Customer Retention & Cancellation Specialist

About the role

WindshieldHUB is seeking a motivated Customer Retention & Cancellation Specialist to join its growing remote team. In this full‑time position you will engage directly with customers who are considering canceling scheduled auto‑glass services, understand their concerns, and work to retain the order while delivering an exceptional experience.

Key responsibilities

• Contact customers who request to cancel their scheduled service and identify the true reason for the request.
• Make every reasonable effort to retain the order by presenting solutions, alternatives, and scheduling options.
• Handle objections professionally, rebuild confidence, and negotiate when appropriate.
• Collaborate with Dispatch, Customer Service, and other departments to resolve issues.
• Follow up with customers when additional information or action is required.
• Accurately document all interactions in the CRM system.

Required profile

• At least 2 years of experience in customer service, retention, sales, collections, or a call‑center environment.
• Fluent spoken and written English.
• Reliable high‑speed internet and a quiet home office suitable for calls.
• Strong sales, negotiation, and objection‑handling abilities.
• Excellent verbal communication, active listening, and problem‑solving skills.
• Ability to stay calm and professional with frustrated or dissatisfied customers.
• Results‑driven mindset with strong accountability and organizational skills.

Required skills

• Experience using CRM, call‑center, or sales software (specific platforms not required).