At MOTOR Information Systems, we’re looking for an Account Resolution Specialist to play a critical role in protecting revenue and strengthening customer relationships. In this role, you’ll connect directly with customers, uncover their concerns, and use your communication and negotiation skills to keep them engaged and satisfied. If you enjoy high-impact conversations, problem-solving in real time, and influencing outcomes, this is an opportunity to make a measurable difference every day. Success is measured by revenue saved, retention rates, and the ability to convert cancellation requests into retained accounts.
Responsibilities- Contact customers who have submitted termination requests to understand concerns and actively work to retain their business.
- Utilize advanced phone-based objection handling and negotiation techniques to address customer concerns and prevent cancellations.
- Track and report on revenue saved from and overall retention performance.
- Proactively monitor customer accounts to identify churn risks and initiate outreach before termination occurs.
- Support retention efforts through both reactive save calls and proactive engagement strategies.
- Review customer contracts and account details to ensure compliance with pricing, terms, and usage.
- Partner with sales, customer success, and operations teams to resolve customer issues impacting retention.
- Maintain accurate documentation of customer interactions, save attempts, and outcomes
- 2+ years of experience in customer retention, collections, or call center environments with a focus on save/retention calls
- Proven ability to handle high-volume inbound and outbound phone interactions, particularly with customers requesting cancellation
- Demonstrated success in retaining customers, reducing churn, or meeting/exceeding save rate targets
- Strong objection handling and negotiation skills
- Excellent phone presence and call control, with confidence leading conversations and redirecting negative sentiment
- Experience with de-escalation techniques and turning dissatisfied customers into retained accounts
- Ability to think quickly and respond in real time during live customer conversations
- Familiarity with CRM and sales engagement tools (Salesforce, Salesloft, etc.) to manage call activity and track outcomes
- Must be open to using AI tools to enhance call effectiveness, streamline workflows, and improve retention and revenue-saving performance
Hearst Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hearst and has not been reviewed or approved by Hearst.
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Healthcare Strength — Healthcare coverage is described as comprehensive, including medical plan choice, full in-network preventive coverage, dental and vision, telemedicine, prescription coverage, and fertility resources. Mental-health resources and other wellbeing services (e.g., therapy sessions, crisis support, virtual physical therapy, and chronic-condition programs) further strengthen the health offering.
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Retirement Support — Retirement support is positioned as meaningful through a 401(k) plan with company matching and Hearst covering plan administration fees. Performance bonuses are also noted as available in some roles, adding an additional rewards component beyond base pay.
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Leave & Time Off Breadth — Time-off benefits include paid holidays, paid sick days, and vacation time with a commonly cited annual range, alongside paid parental leave and family medical leave. A remote work program and flexibility signals are also included as part of the overall rewards experience.
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Hearst is a leading global, diversified media, information and services company with more than 360 businesses. Its major interests include ownership in cable television networks such as A&E, HISTORY, Lifetime and ESPN; global financial services leader Fitch Group; Hearst Health, a group of medical information and services businesses; transportation assets including CAMP Systems International, a major provider of software-as-a-service solutions for managing maintenance of jets and helicopters; 33 television stations such as WCVB-TV in Boston and KCRA-TV in Sacramento, California, which reach a combined 19 percent of U.S. viewers; newspapers such as the Houston Chronicle, San Francisco Chronicle and Times Union (Albany, New York); more than 300 magazines around the world, including Cosmopolitan, ELLE, Men's Health and Car and Driver, and digital services businesses such as iCrossing and KUBRA; and investments in emerging digital entertainment companies such as Complex Networks.
