Member Care - Retention Specialist (Call Center)

The Retention Specialist plays a key role in maintaining member satisfaction and loyalty by engaging directly with members who are considering cancellation or experiencing service concerns. This role is focused on understanding member needs, resolving issues, and delivering solutions that reinforce the value of an Energy Ogre membership.

Reporting to a Member Care Lead, this position combines strong communication skills with a proactive, solutions-oriented approach. You will handle retention-focused interactions, identify patterns in member behavior, and contribute to improving how we engage and retain our members.

This is an in-office position based in our Houston, Texas office and requires regular attendance Monday through Friday.

Key Responsibilities

Retention Execution & Member Support

• Engage with members requesting cancellation, prioritizing live conversations to understand concerns and identify solutions
• Handle retention-related cases, including members with service concerns or dissatisfaction
• Manage cancellation workflows, including follow-ups, documentation, and “Pending Cancellation” status when appropriate
• Ensure all required outreach attempts (phone, email, voicemail) are completed prior to processing cancellations

Member Engagement

• Make inbound and outbound calls related to past-due accounts, payment issues, and automated cancellations
• Review pending cancellation requests and ensure appropriate retention efforts are completed
• Identify and apply appropriate retention solutions or offers to improve member outcomes

Insights & Process Contribution

• Track and share common cancellation reasons and member feedback
• Identify trends in member behavior and escalate insights to leadership
• Provide input on improving retention strategies, messaging, and workflows

Operational Excellence

• Maintain accurate and detailed account records across all interactions
• Update ticket statuses, manage due dates, and ensure timely follow-through
• Follow established processes while exercising sound judgment in member interactions

Qualifications

• Strong verbal and written communication skills with the ability to handle challenging conversations professionally
• Ability to build rapport and de-escalate member concerns with empathy and confidence
• Problem-solving mindset with attention to detail and accuracy
• Ability to manage multiple priorities in a fast-paced, call center environment

Education & Experience

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• 2–4 years of experience in customer service, retention, or a related field
• Experience handling customer concerns or cancellations preferred
• Proficiency with CRM systems and standard business tools (Microsoft Office, Google Workspace)

Note: This job description provides a general overview of the position. Additional responsibilities and tasks may arise.

Third-Party Submissions: No agency or third-party candidates, please.

No Sponsorship: Applicants must be currently authorized to work in the United States on a full-time basis.