Customer Loyalty Specialist – Geeks for Life (Subscription Experience)
Position OverviewThe Customer Loyalty Specialist is responsible for proactively managing and strengthening relationships with Geeks for Life subscribers. This role focuses on engagement, retention, and lifetime value growth by ensuring subscribers feel supported, heard, and continuously aware of the value of their membership.
This is not a reactive support role — this position acts as a relationship manager for our subscription base, driving proactive communication, satisfaction, and renewal.
Key ResponsibilitiesRelationship Management
- Build and maintain strong relationships with Geeks for Life subscribers.
- Conduct proactive outreach calls and follow-ups to ensure customer satisfaction.
- Act as the primary point of contact for subscription-related questions.
- Monitor subscriber activity and engagement trends.
Retention & Loyalty
- Identify at-risk subscribers and implement recovery strategies.
- Reinforce membership value and educate customers on included benefits.
- Drive renewals and reduce churn.
- Promote additional relevant services when appropriate.
Customer Experience
- Handle escalations with professionalism and empathy.
- Gather customer feedback and identify improvement opportunities.
- Ensure high NPS and CSAT scores within the subscriber base.
Reporting & Performance
- Track churn rate, renewal rate, subscriber engagement metrics.
- Document customer interactions in CRM.
- Collaborate with Dispatch, QA, and Sales to improve subscriber experience.
Requirements
- 2+ years in customer retention, loyalty, or account management.
- Strong relationship-building and communication skills.
- Comfortable with proactive outbound calls.
- Experience working with subscription-based services preferred.
- Ability to analyze trends and identify churn risks.
- CRM experience required.
- English fluency (spoken and written).
Top Skills
What We Do
Geeks on Site provides onsite and remote computer repair and technical support, depending on each customer’s needs. The company’s experienced onsite technicians are available in more than 150 cities nationwide and stand ready to dispatch to homes and businesses within one business day, regardless of the issue at hand. For customers who need urgent assistance, Geeks on Site’s remote service team provides immediate support by phone around the clock. Geeks on Site is a full-spectrum technical support company. For residential users, its onsite computer repair and support services include: software repair, replacement, and troubleshooting; hardware repair, replacement, and troubleshooting; virus, spyware, and adware removal and cleanup; wireless network connection setup and troubleshooting; data recovery and system backup; user training for simple to advanced applications; and much more. Geeks on Site’s training services are designed for customers of all skill levels who wish to become more adept with technology. These services encompass a wide range of topics and applications, from courses on Windows updates; primers on various Microsoft Office suite applications and functions; and social media use and best practices. Geeks on Site’s business technology experts help small business owners and IT professionals with a wide range of IT-related matters as well, including: wireless router and firewall configuration; data backup and recovery solutions; server installs, and more. Geeks on Site also offers monthly maintenance plans that help individual and business customers maintain safe, efficient computer systems for years running. For a low fixed rate, each monthly plan includes unlimited phone support; remote preventive maintenance services and tutorials; expedited dispatch for issues that can’t be addressed remotely; and support for peripheral equipment such as printers and scanners.
