Customer Retention & Cancellation Specialist
Cuenca, Ecuador
Full Time
Experienced
About WindshieldHUB
WindshieldHUB is a fast-growing nationwide auto glass company serving customers in 100+ cities across the United States.
We combine outstanding customer service with technology to make scheduling auto glass replacement and repair simple, fast, and convenient.
Our team is built around high standards, accountability, strong communication, teamwork, and continuous improvement. As we continue expanding our operations, we are looking for talented professionals in Cuenca who want to grow with an international company.
About the Role
We are looking for a highly motivated Customer Retention & Cancellation Specialist to join our Cuenca team.
This is not a traditional customer service position.
Your primary responsibility will be to work directly with customers who are considering canceling their scheduled auto glass service, understand the reason behind the cancellation, resolve concerns when possible, and retain/save the order while maintaining an excellent customer experience.
The ideal candidate is confident, persuasive, fluent in English, comfortable handling objections, and able to take ownership of difficult customer conversations.
You should know how to listen carefully, identify the customer's real concern, present solutions, negotiate when appropriate, rebuild confidence, and turn a potential cancellation into a successful completed service.
What We're Looking For
A successful Customer Retention & Cancellation Specialist does more than process cancellations.
You will be expected to:
Help WindshieldHUB identify and reduce the reasons customers cancel.
Why Join WindshieldHUB?
If you have at least 2 years of customer service, retention, or sales experience, speak fluent English, and are confident handling objections and difficult customer conversations, we want to hear from you.
We are looking for people who are not afraid to take ownership, solve problems, and turn a customer who wants to cancel into a customer who is confident about moving forward with WindshieldHUB.
WindshieldHUB is a fast-growing nationwide auto glass company serving customers in 100+ cities across the United States.
We combine outstanding customer service with technology to make scheduling auto glass replacement and repair simple, fast, and convenient.
Our team is built around high standards, accountability, strong communication, teamwork, and continuous improvement. As we continue expanding our operations, we are looking for talented professionals in Cuenca who want to grow with an international company.
About the Role
We are looking for a highly motivated Customer Retention & Cancellation Specialist to join our Cuenca team.
This is not a traditional customer service position.
Your primary responsibility will be to work directly with customers who are considering canceling their scheduled auto glass service, understand the reason behind the cancellation, resolve concerns when possible, and retain/save the order while maintaining an excellent customer experience.
The ideal candidate is confident, persuasive, fluent in English, comfortable handling objections, and able to take ownership of difficult customer conversations.
You should know how to listen carefully, identify the customer's real concern, present solutions, negotiate when appropriate, rebuild confidence, and turn a potential cancellation into a successful completed service.
What We're Looking For
- Minimum 2 years of experience in Customer Service, Retention, Sales, Collections, Call Center Operations, or a similar customer-facing role.
- Fluent English is required — both spoken and written.
- Strong sales, retention, negotiation, and objection-handling skills
- Excellent verbal communication and active-listening skills
- Confidence handling frustrated or dissatisfied customers
- Ability to remain professional and composed during difficult conversations
- Strong problem-solving and decision-making abilities
- Ability to build trust quickly with customers
- A results-driven and accountable mindset
- Strong organizational and follow-up skills
- Ability to work effectively in a high-energy, fast-paced environment
- Strong teamwork and communication with other departments
- Experience using CRM, call center, or sales software is a plus
- Contact customers who request to cancel their scheduled service and identify the true reason for the cancellation
- Make every reasonable effort to retain and save the customer's order
- Handle customer objections professionally and provide appropriate solutions
- Build customer confidence by clearly explaining service options, scheduling alternatives, and next steps
- Work with Dispatch, Customer Service, and other departments to resolve issues that could cause a customer to cancel
- Follow up with customers when additional information or action is required
- Document all customer conversations, cancellation reasons, save attempts, and outcomes accurately in the CRM
- Identify recurring cancellation trends and communicate them to management
- Maintain a positive and professional customer experience even when an order cannot be saved
- Meet individual and team performance goals related to customer retention, saved orders, follow-up, and service quality
- Follow WindshieldHUB policies and procedures while using good judgment to resolve customer concerns
- Take ownership of assigned cases from initial contact through final resolution
A successful Customer Retention & Cancellation Specialist does more than process cancellations.
You will be expected to:
- Understand why the customer wants to cancel.
- Find a solution whenever possible.
- Protect the customer relationship.
- Save qualified orders.
- Document everything correctly.
Help WindshieldHUB identify and reduce the reasons customers cancel.
Why Join WindshieldHUB?
- Full-time position at our Cuenca office
- Competitive salary and performance incentives
- Opportunity to work directly with customers throughout the United States
- Professional and growth-focused work environment
- Training and opportunities for advancement
- Work with an international company serving 100+ U.S. cities
- Be part of a team where performance, ideas, and results are recognized
If you have at least 2 years of customer service, retention, or sales experience, speak fluent English, and are confident handling objections and difficult customer conversations, we want to hear from you.
We are looking for people who are not afraid to take ownership, solve problems, and turn a customer who wants to cancel into a customer who is confident about moving forward with WindshieldHUB.
Apply for this position
Required*