Customer Retention & Cancellation Specialist

About the role

WindshieldHUB is seeking a motivated Customer Retention & Cancellation Specialist to join its fully remote team. You will engage directly with customers who are about to cancel a scheduled auto‑glass service, understand their concerns, and work to keep the appointment alive. The role blends persuasive communication with problem‑solving to deliver an outstanding customer experience.

Key responsibilities

• Contact customers who have requested to cancel their auto‑glass service.
• Identify the underlying reason for each cancellation request.
• Make every reasonable effort to retain the order by addressing objections and offering suitable solutions.
• Explain alternative scheduling options and next steps to rebuild confidence.
• Collaborate with Dispatch, Customer Service, and other departments to resolve issues.
• Document all interactions accurately in the CRM system and follow up when additional information is needed.

Required profile

• Minimum 2 years of experience in customer service, retention, sales, collections, or call‑center operations.
• Fluent spoken and written English.
• Reliable high‑speed internet connection and a quiet home office suitable for calls.
• Strong negotiation, objection‑handling, and decision‑making abilities.
• Comfortable dealing with frustrated or dissatisfied customers while remaining calm and professional.
• Ability to work independently in a fast‑paced, results‑driven environment.

Required skills

• Experience with CRM or call‑center software.