Member Care - Retention Specialist (Call Center)

Job DetailsJob Location: Houston, TX 77046The Retention Specialist plays a key role in maintaining member satisfaction and loyalty by engaging directly with members who are considering cancellation or experiencing service concerns. This role is focused on understanding member needs, resolving issues, and delivering solutions that reinforce the value of an Energy Ogre membership.

Reporting to a Member Care Lead, this position combines strong communication skills with a proactive, solutions-oriented approach. You will handle retention-focused interactions, identify patterns in member behavior, and contribute to improving how we engage and retain our members.

This is an in-office position based in our Houston, Texas office and requires regular attendance Monday through Friday.

Key Responsibilities

Retention Execution & Member Support

Engage with members requesting cancellation, prioritizing live conversations to understand concerns and identify solutions 
Handle retention-related cases, including members with service concerns or dissatisfaction 
Manage cancellation workflows, including follow-ups, documentation, and “Pending Cancellation” status when appropriate 
Ensure all required outreach attempts (phone, email, voicemail) are completed prior to processing cancellations 

Member Engagement

Make inbound and outbound calls related to past-due accounts, payment issues, and automated cancellations 
Review pending cancellation requests and ensure appropriate retention efforts are completed 
Identify and apply appropriate retention solutions or offers to improve member outcomes 

Insights & Process Contribution

Track and share common cancellation reasons and member feedback 
Identify trends in member behavior and escalate insights to leadership 
Provide input on improving retention strategies, messaging, and workflows 

Operational Excellence

Maintain accurate and detailed account records across all interactions 
Update ticket statuses, manage due dates, and ensure timely follow-through 
Follow established processes while exercising sound judgment in member interactions 

QualificationsQualifications

Strong verbal and written communication skills with the ability to handle challenging conversations professionally 
Ability to build rapport and de-escalate member concerns with empathy and confidence 
Problem-solving mindset with attention to detail and accuracy 
Ability to manage multiple priorities in a fast-paced, call center environment 

Education & Experience

High school diploma or equivalent required; associate or bachelor’s degree preferred 
2–4 years of experience in customer service, retention, or a related field 
Experience handling customer concerns or cancellations preferred 
Proficiency with CRM systems and standard business tools (Microsoft Office, Google Workspace)

Note: This job description provides a general overview of the position. Additional responsibilities and tasks may arise.

Third-Party Submissions: No agency or third-party candidates, please.

No Sponsorship:  Applicants must be currently authorized to work in the United States on a full-time basis.