Digital Retention Specialist

Digital Retention Specialist (Contract-to-Hire)
Location: Westminster, CO
Work Arrangement: Hybrid — on-site at least 4 days per week
Contract Duration: 6 months
Employment Type: Contract-to-Hire
Schedule: Monday–Friday, 8:00 AM–5:00 PM MT
Hours: 40 hours/week
Pay Range: $24.00–$25.99/hour (W2)
Office: 10368 Westmoor Drive, Westminster, CO 80021-2712, USA

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with its customers’ needs into a full-service business solutions provider.

With delivery centers and offices across North America and India, BCforward takes pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Position Overview

We are seeking a Digital Retention Specialist to join the SketchUp Digital Sales team. The ideal candidate will have strong experience in customer service and customer retention, along with proficiency in Salesforce.

This role is responsible for maintaining high levels of customer retention and satisfaction by proactively engaging with customers, understanding their needs, identifying barriers to renewal, resolving issues, and developing strategies that improve customer loyalty and reduce churn.

The successful candidate will have excellent communication and active-listening skills, a customer-centric mindset, strong problem-solving abilities, and the ability to analyze data and make independent decisions.

Key Responsibilities

• Customer Engagement: Conduct outbound calls and messages to understand and address customers’ reasons for potentially discontinuing services.
• Issue Resolution: Take ownership of customer issues, resolve concerns effectively, and minimize unnecessary escalations while maintaining high customer satisfaction.
• Independent Decision-Making: Assess customer needs and independently determine effective solutions.
• Customer Service Excellence: Communicate professionally with customers, internal teams, and senior management to deliver an exceptional customer experience.
• Negotiation: Engage directly with customers to identify pain points, overcome adoption barriers, negotiate solutions, and develop plans that support retention and renewal.
• Documentation: Maintain accurate and detailed records of customer interactions, activities, and outcomes in Salesforce.
• Data Analysis: Analyze customer and business data to identify trends, retention opportunities, and potential causes of customer churn.
• Cross-Functional Collaboration: Partner closely with Sales and Support teams to manage escalations and improve the overall customer experience.
• Content Development: Identify customer adoption and engagement needs and create or deliver relevant content to address those needs.
• System Proficiency: Quickly learn and efficiently navigate multiple business systems and tools to ensure accurate and timely completion of tasks.

Required Skills and Experience

• Customer Focus: Strong customer-centric and growth-oriented mindset.
• Retention Experience: Proven experience in customer service and customer retention.
• Active Listening: Excellent listening and empathy skills with the ability to understand customer perspectives and concerns.
• Problem-Solving: Strong analytical and problem-solving skills with a solution-oriented approach.
• Negotiation: Ability to identify customer pain points, recommend appropriate solutions, overcome objections, and achieve favorable outcomes while maintaining strong customer relationships.
• Time Management: Ability to prioritize multiple tasks and manage time effectively in a fast-paced environment.
• Communication: Excellent verbal and written communication skills, with the ability to communicate clearly and concisely.
• Interpersonal Skills: Strong ability to work collaboratively with customers and stakeholders across varying levels of technical and professional expertise.
• Professionalism: Demonstrated ability to handle sensitive information with integrity, maintain confidentiality, and interact professionally with customers and colleagues.
• Salesforce: Proficiency using Salesforce to document, track, and manage customer interactions.

Education and Professional Experience

• Education: Associate’s degree or equivalent experience.
• Experience: 5+ years of practical experience in customer service and customer retention.
• Salesforce Experience: Hands-on experience documenting and managing customer interactions in Salesforce.

Additional Requirements

• Spanish: Fluency in Spanish is required.
• Portuguese: Portuguese language skills are preferred and considered a plus.
• Location: Candidates must live within approximately one hour of the Westminster, Colorado office.
• Office Attendance: Must be able to work on-site at the Westminster office at least 4 days per week.