Retention Specialist

Join Our Team at RealWork Labs!

Hello there! We're RealWork Labs, a dedicated crew of innovators based in Austin, Texas. We're in the business of helping home service providers build online trust with homeowners, and we're pretty good at it, if we do say so ourselves.

We've built a hyper-local content platform that allows service providers to easily share their work through videos, reviews, and photos tied to their job site location. It's all about quality and trust with us, and we're proud to say our platform has proven its worth by helping our clients establish a strong online presence and build trust with their customers.

RealWork Labs is based 100% in the US and headquartered in Austin, TX.

The Role:

We are looking for a dynamic retention specialist to help us retain our core client base.  If you're skilled in resolving problems, negotiating solutions and maintaining positive customer relationships, let’s talk! In this role, you will deal directly with our clients to find out what issues they are facing, how we may improve our products or services, and how to retain their business. 

To be successful as a retention specialist, you should have a persuasive attitude, excellent client relationship skills and a passion for sales and service.  Ultimately, a top-class retention specialist is able to improve retention by creating lasting value with our clients.

• Ensure a high level of client satisfaction through proactive support and active listening
• Address customer concerns and provide solutions
• Re-educate clients on the value of our services
• Provide internal feedback on how to improve client retention and satisfaction
• Resolve client complaints and actively find solutions to retain clients
• Develop aggressive retention strategies based on customer feedback
• Meet with sales, service and product leadership teams to report on retention trends, product feedback and sales strategies to provide positive future outcomes
• Resolve payment disputes and credit card declines across our client base

• A minimum of 1-2 years of previous customer retention experience with a proven history of meeting and exceeding retention targets
• Previous experience working with high-risk customers
• Detail-oriented with strong ability to self-manage constantly changing workload
• Previous experience with Salesforce preferred
• Experience with Stripe or similar payment processes systems
• Enjoys working in a fast-paced environment with an owner mentality
• Previous Sales experience a plus

• Startup environment within a stable, industry-leading company
• Competitive salary and commission structure
• Excellent Health, Dental, Vision and Parental Benefits
• Regular team outings & events
• Flexible PTO
• 401(k)

RealWork Labs is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local, state, and federal law or ordinance.