Refunds & Retention Specialist

Job Title

Refunds & Retention Specialist – Service Recovery

Position Overview

The Refunds & Retention Specialist is responsible for protecting revenue by preventing unnecessary refunds and recovering at-risk transactions across all Geeks on Site services (e.g., TV mounting, Free Block services, POS installations, device configurations).

This role focuses on service recovery, objection handling, and turning negative experiences into retained customers.

Key Responsibilities

Refund Prevention

• Review and assess refund requests.
• Contact customers to understand concerns and propose solutions.
• Offer service recovery alternatives (re-dispatch, troubleshooting, partial credits, etc.).
• Coordinate internally to resolve service issues quickly.

Retention Strategy

• Convert dissatisfied customers into retained clients.
• Apply negotiation and objection-handling techniques.
• Protect company revenue while maintaining customer satisfaction.

Root Cause Analysis

• Identify trends in refund reasons.
• Collaborate with Dispatch, QA, and Technician Management to reduce recurring issues.
• Propose operational improvements.

Escalation Handling

• Manage high-risk or high-value refund cases.
• Maintain professionalism during difficult conversations.
• Document all decisions clearly in CRM.

Requirements:
• 2+ years in retention, collections, dispute resolution, or service recovery.
• Strong negotiation and de-escalation skills.
• Comfortable handling objections and difficult conversations.
• Analytical mindset to identify patterns.
• Ability to balance customer experience and company profitability.
• English fluency required.