Customer Retention & Cancellation Specialist

About the role

WindshieldHUB is seeking a motivated Customer Retention & Cancellation Specialist to join its Cuenca team. In this role you will engage directly with customers who wish to cancel scheduled auto‑glass services, understand their concerns, and work to retain the order while delivering a high‑quality experience.

Key responsibilities

• Contact customers requesting cancellations and uncover the true reason behind the request.
• Make every reasonable effort to retain and save the customer's order.
• Handle objections professionally and propose appropriate solutions.
• Explain service options, scheduling alternatives, and next steps to rebuild confidence.
• Collaborate with Dispatch, Customer Service, and other departments to resolve issues that could lead to cancellations.
• Document conversations, cancellation reasons, retention attempts, and outcomes accurately in the CRM.
• Identify recurring cancellation trends and report them to management.

Required profile

• Minimum 2 years experience in customer service, retention, sales, collections, call‑center operations, or a similar customer‑facing role.
• Fluent English – spoken and written.
• Strong sales, negotiation, and objection‑handling abilities.
• Excellent verbal communication and active‑listening skills.
• Confidence dealing with frustrated or dissatisfied customers.
• Professional composure during difficult conversations.
• Strong problem‑solving and decision‑making capabilities.
• Ability to quickly build trust with customers.
• Results‑driven, accountable mindset with solid organizational and follow‑up skills.
• Comfortable working in a high‑energy, fast‑paced environment.
• Effective teamwork and communication with other departments.
• Experience with CRM, call‑center, or sales software is a plus.

Required skills