Job Summary

Progressive Technology is seeking a dedicated and persuasive Customer Retention Specialist (Voice and Chat Support) to join our growing remote team. In this pivotal role, you will be the first line of defense in preserving our customer base, handling both inbound and outbound communications via phone and live chat. Your core mission will be to understand customer concerns, resolve issues effectively, and turn potential cancellations into continued loyalty. This is an ideal opportunity for professionals with a strong customer service background who excel at communication, empathy, and proactive problem-solving.

Key Responsibilities

• Handle inbound and outbound calls and chat messages from existing customers with subscription or account concerns.

• Use retention techniques to identify at-risk customers and effectively present solutions to maintain their loyalty.

• Address complaints, service issues, billing inquiries, or account changes in a timely and accurate manner.

• Proactively engage with customers to uncover dissatisfaction and present product/service improvements or offers.

• Document all customer interactions in the CRM system with a high degree of accuracy.

• Collaborate with internal teams including billing, technical support, and product to resolve complex customer issues.

• Meet or exceed monthly retention and customer satisfaction targets.

• Uphold a high standard of professionalism, courtesy, and efficiency in every customer interaction.

Required Skills and Qualifications

• High school diploma or equivalent required; associate or bachelors degree preferred.

• Excellent verbal and written communication skills in English.

• Strong persuasive and negotiation skills, particularly in de-escalating conflict.

• Proficient in multitasking across multiple systems, chat platforms, and call management tools.

• Ability to remain calm and professional under pressure.

• Self-motivated, goal-oriented, and capable of working independently with minimal supervision.

Experience

• Minimum 1 year of experience in a customer service, retention, or sales role—voice or chat-based.

• Prior experience in a remote work environment is a plus.

• Familiarity with CRM systems such as Salesforce, Zendesk, or HubSpot is advantageous.

Working Hours

• Flexible work schedule with availability required between 8 AM – 10 PM EST, including weekends on a rotational basis.

• 40 hours per week with occasional overtime based on business needs.

Knowledge, Skills, and Abilities

• Deep understanding of customer lifecycle and behavior patterns.

• Active listening and emotional intelligence in handling sensitive customer interactions.

• Ability to work with KPIs and retention metrics.

• Familiarity with digital communication tools such as Slack, Zoom, and Microsoft Teams.

• Quick learner with adaptability to new tools, processes, and products.

Benefits

• Competitive hourly pay + performance-based retention bonuses.

• Work from the comfort of your home with provided equipment (conditions apply).

• Paid time off, sick leave, and holidays.

• Comprehensive health, dental, and vision insurance (available for eligible employees).

• Career advancement opportunities within a rapidly growing company.

• Continuous training and skill development programs.

Why Join Progressive Technology?

At Progressive Technology, we are more than just a service provider — we are a customer-first company that thrives on innovation, empathy, and retention excellence. As a valued team member, you will experience a collaborative work environment, remote work flexibility, and the satisfaction of turning every customer experience into a success story. If you are passionate about building lasting relationships and making a measurable impact from home, this is the role for you.

How to Apply

Interested candidates are encouraged to apply now by submitting their updated resume through our online portal. Be sure to include a brief cover letter explaining why you are the perfect fit for this role.

Only shortlisted applicants will be contacted.