Account Resolution Specialist at Hearst Television in Troy, MI

At MOTOR Information Systems, we’re looking for an Account Resolution Specialist to play a critical role in protecting revenue and strengthening customer relationships. In this role, you’ll connect directly with customers, uncover their concerns, and use your communication and negotiation skills to keep them engaged and satisfied. If you enjoy high-impact conversations, problem-solving in real time, and influencing outcomes, this is an opportunity to make a measurable difference every day. Success is measured by revenue saved, retention rates, and the ability to convert cancellation requests into retained accounts.

Responsibilities

• Contact customers who have submitted termination requests to understand concerns and actively work to retain their business.
• Utilize advanced phone-based objection handling and negotiation techniques to address customer concerns and prevent cancellations.
• Track and report on revenue saved from and overall retention performance.
• Proactively monitor customer accounts to identify churn risks and initiate outreach before termination occurs.
• Support retention efforts through both reactive save calls and proactive engagement strategies.
• Review customer contracts and account details to ensure compliance with pricing, terms, and usage.
• Partner with sales, customer success, and operations teams to resolve customer issues impacting retention.
• Maintain accurate documentation of customer interactions, save attempts, and outcomes

Qualifications

• 2+ years of experience in customer retention, collections, or call center environments with a focus on save/retention calls
• Proven ability to handle high-volume inbound and outbound phone interactions, particularly with customers requesting cancellation
• Demonstrated success in retaining customers, reducing churn, or meeting/exceeding save rate targets
• Strong objection handling and negotiation skills
• Excellent phone presence and call control, with confidence leading conversations and redirecting negative sentiment
• Experience with de-escalation techniques and turning dissatisfied customers into retained accounts
• Ability to think quickly and respond in real time during live customer conversations
• Familiarity with CRM and sales engagement tools (Salesforce, Salesloft, etc.) to manage call activity and track outcomes
• Must be open to using AI tools to enhance call effectiveness, streamline workflows, and improve retention and revenue-saving performance