Internal Job Posting: Customer Retention Specialist (Pilot)

Packard Culligan Water is launching a Customer Retention Specialist Pilot and is seeking interested internal candidates who want to help shape this new initiative. This role is designed to strengthen customer relationships, reduce churn, and ensure long‑term customer satisfaction by proactively addressing concerns, resolving service issues, and delivering exceptional support.

The Customer Retention Specialist will focus on understanding customer needs, identifying accounts at risk of cancellation, and implementing strategies that increase loyalty, trust, and retention. This position serves as a key advocate for the customer while balancing company goals, policies, and service standards.

Position Summary

The Customer Retention Specialist strengthens customer relationships, reduces churn, and ensures long‑term satisfaction by proactively addressing concerns, resolving service issues, and delivering exceptional support. This role identifies customers at risk of quitting Culligan services and implements retention strategies that build loyalty and trust.

Key Responsibilities

Customer Retention & Relationship Management

• Serve as the primary contact for customers expressing dissatisfaction, service concerns, or cancellation requests.

• Conduct outbound retention calls to customers at risk of quitting Culligan services.

• Build trust‑based relationships through consistent, professional communication.

• Maintain strong knowledge of Culligan products, services, and value propositions.

Issue Resolution & Problem Solving

• Investigate customer concerns by collaborating with service, route, billing, and operations teams.

• Resolve issues promptly and accurately while ensuring customers feel heard and valued.

• Document all interactions, resolutions, and follow‑up actions in the CRM.

• Track recurring issues and escalate trends to leadership.

Retention Strategy & Performance

• Identify patterns in customer behavior and recommend strategies to reduce churn.

• Meet or exceed monthly retention goals and save rates.

• Provide feedback to leadership on service improvement opportunities.

Communication & Collaboration

• Partner with Customer Service Representatives, Route/Service teams, and Billing to ensure seamless support.

• Communicate clearly and professionally across phone, email, and Teams.

• Maintain accurate documentation of all customer interactions.

• Support cross‑functional projects that enhance customer satisfaction and retention.

Required Qualifications

• High school diploma or equivalent.

• 1–3 years of experience in customer service, retention, account management, or related field.

• Strong verbal and written communication skills.

• Proven ability to de‑escalate difficult situations and build rapport quickly.

• Excellent problem‑solving skills with a customer‑first mindset.

• Ability to multitask, prioritize, and manage time effectively.

• Proficiency with Microsoft Office.

Preferred Qualifications

• Experience in service‑based industries (water treatment, utilities, home services, telecom, etc.).

• Knowledge of retention strategies, customer lifecycle management, or customer experience best practices.