[Hiring] Customer Retention & Cancellation Specialist @WindshieldHUB

Role Description

We are looking for a highly motivated Customer Retention & Cancellation Specialist to join our growing remote team. This is a full-time remote position. This is not a traditional customer service role.

• Your primary responsibility will be to work directly with customers who are considering canceling their scheduled auto glass service.
• Understand the reason behind the cancellation, resolve concerns whenever possible, and retain the order while delivering an exceptional customer experience.
• The ideal candidate is confident, persuasive, fluent in English, comfortable handling objections, and able to take ownership of difficult customer conversations.
• You should know how to actively listen, identify the customer's real concerns, present effective solutions, negotiate when appropriate, rebuild customer confidence, and turn potential cancellations into completed services.

Qualifications

• At least 2 years of experience in Customer Service, Customer Retention, Sales, Collections, Call Center Operations, or another customer-facing role.
• Fluent English (spoken and written).
• Reliable high-speed internet connection.
• Quiet, professional home office suitable for handling customer calls.
• Noise-canceling headset (preferred).
• Strong sales, retention, negotiation, and objection-handling skills.
• Excellent verbal communication and active listening.
• Confidence handling frustrated or dissatisfied customers.
• Ability to remain calm and professional during difficult conversations.
• Strong problem-solving and decision-making skills.
• Ability to quickly build customer trust.
• Results-driven mindset with strong accountability.
• Excellent organizational and follow-up skills.
• Ability to thrive in a fast-paced environment.
• Strong collaboration with cross-functional teams.
• Experience using CRM, call center, or sales software is a plus.

Requirements

• Contact customers requesting to cancel their scheduled auto glass service.
• Identify the true reason behind each cancellation request.
• Make every reasonable effort to retain and save the customer's order.
• Handle objections professionally while providing appropriate solutions.
• Build customer confidence by explaining available service options, scheduling alternatives, and next steps.
• Collaborate with Dispatch, Customer Service, and other departments to resolve customer concerns.
• Follow up with customers when additional information or action is required.
• Accurately document customer conversations, cancellation reasons, retention attempts, and outcomes within the CRM.
• Identify recurring cancellation trends and communicate findings to management.
• Deliver a positive customer experience even when an order cannot be retained.
• Meet individual and team KPIs related to customer retention, saved orders, follow-up, and service quality.
• Follow WindshieldHUB policies while exercising sound judgment to resolve customer concerns.
• Take full ownership of assigned cases from initial contact through final resolution.

Benefits

• 100% Remote Position.
• Competitive salary and performance incentives.
• Opportunity to work directly with customers across the United States.
• Supportive, growth-oriented work environment.
• Comprehensive training and career advancement opportunities.
• Join a rapidly growing international company serving over 100 U.S. cities.
• Be recognized for your performance, ideas, and contributions.

Company Description

WindshieldHUB is a fast-growing nationwide auto glass company serving customers in more than 100 cities across the United States. We combine outstanding customer service with technology to make scheduling auto glass replacement and repair simple, fast, and convenient. Our team is built around high standards, accountability, strong communication, teamwork, and continuous improvement.