Refunds & Retention Specialist – Service Recovery
Position OverviewThe 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 ResponsibilitiesRefund 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.
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.
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