Liberty Home Guard · 22 hours ago
Customer Retention Specialist
Brooklyn, NY
Full-time
Onsite
Entry, Mid Level
$18/hr - $22/hr
2+ years expLiberty Home Guard is seeking a Retention Specialist who has a passion for Customer Service and Sales to join us in educating customers on the value of our service. The role involves engaging with customers through various communication channels, addressing their concerns, and fostering strong relationships to enhance customer retention.
Customer ServiceInsuranceProfessional Services
Responsibilities
Utilize various communication channels, including chat, email, and phone, to engage with customers promptly and build strong relationships
Communicate with customers via email to ensure accurate record-keeping and provide clear breakdowns of refunds and payment-related information
Conduct regular follow-ups with customers in the retention process to assess satisfaction and address ongoing concerns related to their home warranty plans
Handle customer payment disputes and work to resolve issues with professionalism and empathy
Accurately convey the value of our warranty and concierge repair services by educating customers on the benefits of home warranties and the risks of not having coverage
Quickly identify the root cause of customer issues and devise solutions through feedback analysis and corrective procedures
Collaborate with customers to negotiate mutually beneficial resolutions using creative problem-solving
Provide feedback to management to improve services, processes, and procedures based on customer input
Handle internal tickets from other departments (e.g., via Slack) when customers call back or request Retentions support
Participate in training sessions and workshops to enhance retention skills across the team
Collaborate with cross-functional departments to ensure smooth claims progression
Maintain an in-depth understanding of the terms and conditions of each Protection Plan offered by Liberty Home Guard
Stay current on industry trends and home warranty policy changes
Ensure compliance with company policies and data security guidelines
Consistently meet or exceed retention and customer satisfaction targets
Foster a positive work culture built on teamwork, respect, and customer success
Maintain predictable, reliable, and punctual attendance as an essential job function
Qualification
Required
Strong attention to detail
Excellent customer service, phone etiquette, and active listening skills
Effective time management and multitasking abilities
Proven Sales, Customer Service, or Retention experience
2+ years in a call center retention role (highly preferred)
Strong and persuasive communication skills
Call Center: 2 years (Required)
Customer Retention: 2 years (Required)
Preferred
2+ years in a call center retention role (highly preferred)
Background in Sales or HVAC is a plus
Benefits
401(k)
Paid Time Off (PTO)
Referral Program
Company
Liberty Home Guard
Liberty Home Guard offers protection against home electricals, appliances and system breakdowns.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
David B. Moreno
CEO & Co-Founder
Recent News
2025-11-25
Business Insider
2025-04-12
Company data provided by crunchbase