New

Customer Service Specialist (Retention)

TEKsystems
$19.86 - $20.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Washington, Mountlake Terrace
Mar 06, 2026
We are seeking a Customer Service Specialist (Retention) to provide phone and email support to customers who require customized solutions. This role focuses on resolving escalated concerns, retaining customers, and delivering an elevated service experience that improves satisfaction and loyalty. The ideal candidate is comfortable thinking creatively, managing sensitive information, and balancing service with a salesoriented mindset. Key Responsibilities * Manage complex and escalated customer concerns related to service quality, billing, and account terms with the goal of customer retention * Handle inbound and outbound phone calls and electronic inquiries related to orders, payments, account updates, and service issues * Persuade customers to remain by offering creative, customized solutions rather than rigid, scripted responses * Work closely with sales partners to assist with customer orders and processing * Resolve invoice inquiries, order discrepancies, complaints, and escalations * Issue customer credits and track order shipments as needed * Accurately document all customer interactions, case notes, and resolutions in internal systems * Follow through on customer requests from start to completion while maintaining high quality standards * Collaborate with internal teams and leadership to resolve issues and suggest process improvements Required Experience & Skills * Minimum 3 years of customer service experience, preferably in a call center or highvolume customer environment * Proven experience handling escalated calls and customer retention scenarios * Ability to confidently manage sales calls, payment calls, retention calls, and service inquiries * Strong persuasion skills with the ability to think outside the box and tailor solutions * Excellent written communication skills, including documenting cases throughout the day * Strong computer skills with the ability to navigate multiple databases and systems simultaneously * Ability to quickly learn new systems and apply training effectively * Comfortable upselling and crossselling when appropriate Nice to Have * Sales experience * Data entry experience * Retention or escalation representative experience * Experience in smaller or midsized organizations where roles required broad responsibility Core Competencies * Excellent verbal and written communication skills * Strong decisionmaking and problemsolving abilities * Ability to professionally handle stressful or emotional customer situations * High attention to detail and confidentiality * Strong interpersonal skills and emotional intelligence * Professional presentation and customerfocused mindset Work Environment & Schedule * Shift: 7:30 AM PST * Training hours will initially run 7:30 AM - 4:00 PM PST before transitioning to the scheduled shift * Must be flexible to adjust schedules based on business needs * Location: * Must reside in one of the following states: * AZ, CO, CT, FL, IN, KS, MO, NC, NY, OH, OK, PA, SC, TX, WV, NV, SD, TN, MI, GA, IL * Must be comfortable working PST hours Job Type & LocationThis is a Contract to Hire position based out of Mountlake Terrace, WA. Pay and BenefitsThe pay range for this position is $19.86 - $20.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully remote position. Application DeadlineThis position is anticipated to close on Mar 12, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.