Job Title: Retention Specialist
 
Organization: Better Business Bureau of Central New England
Reports To: Director of Community Engagement & Retention                                                                                            
Position Type: Full-Time, Non-Exempt
 
Mission
 
BBB’s mission is to be the leader in advancing marketplace trust. We do this by setting standards for marketplace trust. BBB sees trust as a function of two primary factors – integrity and performance. Integrity includes respect, ethics, intent, and working toward a diverse, inclusive, and equitable marketplace. Performance speaks to a business’s track record of delivering results in accordance with BBB standards and/or addressing customer concerns in a timely, satisfactory manner. 
 
Position Summary
The Retention Specialist supports BBB Central New England's Accredited Business program by strengthening member relationships, managing renewals and account maintenance, resolving member concerns, supporting billing activities, and promoting the ongoing value of BBB Accreditation.
 
Every member of our team is expected to be well-informed, detail-oriented, and resourceful while serving as a positive ambassador for BBB Central New England. Team members utilize available tools, resources, and data to provide exceptional service to consumers, Accredited Businesses, and community stakeholders.
 
Key Responsibilities
 
Accredited Business Retention & Relationship Management

• Manage Accredited Business relationships through proactive outreach, renewals, account maintenance, and retention efforts.

• Assist businesses with renewals, billing questions, payment issues, account updates, cancellations, and reinstatements.

• Promote the value of BBB Accreditation while providing exceptional customer service and coordinating solutions for member concerns.

• Maintain accurate CRM documentation of member communications and account activity.

 
Billing & Account Support

• Manage assigned accounts through the retention and collections cycle, including full-pay, installment, declined payment, cancellation, reinstatement, ownership transition, branch/affiliate, and out-of-business scenarios.

• Maintain regular follow-up, assist with billing and account inquiries, and collaborate with Finance and management to resolve concerns.

• Ensure communications and collection activities are professional and consistent with BBB policies.

 
Customer Service & Engagement

• Provide outstanding customer service while reflecting BBB’s mission, values, neutrality, empathy, and professional standards.

• Respond to emails, calls, voicemails, and correspondence within service standards.

• Educate businesses on BBB resources and support outreach campaigns that increase retention, engagement, and participation.

 
Community Engagement & Outreach Support

• Represent BBB at networking events, community programs, chamber meetings, and outreach activities as assigned.

• Build and maintain positive relationships with businesses, chambers of commerce, nonprofits, educational institutions, and community partners.

• Promote BBB programs, educational resources, sponsorship opportunities, and marketplace trust initiatives.

 
Data Management & Documentation

• Maintain accurate CRM records, account information, and member documentation.

• Track retention activities and support reporting and data quality initiatives.

 
Performance & Compliance

• Meet retention, renewal, outreach, productivity, KPI, and OKR expectations.

• Follow BBB policies, IABBB Standards, bylaws, retention procedures, reporting language, and documentation standards.

• Handle sensitive customer information confidentially and participate in meetings, trainings, coaching, and development opportunities.

 
Preferred Qualifications
 
Education & Experience

• Associate’s degree in Business, Communications, Marketing, Customer Service, or related field preferred; equivalent experience considered.

• Minimum 2 years of experience in customer service, account management, member services, collections, retention, sales support, or relationship management.

• CRM experience preferred; membership-based, nonprofit, service, or business organization experience a plus.

 
Core Competencies & Skills

• Relationship & Community Engagement: Customer retention, relationship building, customer service excellence, member engagement, community outreach support, partner communication, conflict resolution.

• Communication: Professional written and verbal communication, active listening, negotiation, persuasion, public and customer-facing communication.

• Business, Operations & Technology: Billing and collections support, account management, data accuracy, documentation, time management, organization, CRM systems, Microsoft Office Suite, virtual communication platforms, reporting, and data entry.

• Personal Attributes: Professionalism, accountability, attention to detail, adaptability, problem-solving, integrity, and teamwork.

 
Performance Expectations

• Achieve retention, renewal, collection, and engagement goals established by management.

• Maintain accurate CRM records and respond to member communications within service standards.

• Deliver excellent customer service, demonstrate BBB values, and contribute to organizational growth.

 
Work Environment & Schedule

• This position is field-based and requires regular travel throughout Central Massachusetts to meet with Accredited Businesses, prospects, partners, and community organizations.

• Office work, remote work, and field work are all components of this role.

• Standard office hours are Monday through Thursday, 8:30 a.m. to 4:30 p.m., and Friday, 8:30 a.m. to 4:00 p.m.

• Attendance at occasional evening and weekend networking events, business functions, ribbon cuttings, expos, and community events is expected.

• As a non-exempt employee, all approved hours worked, including qualifying event attendance and compensable travel time, will be paid in accordance with applicable federal and state wage and hour laws and BBB policies.

 
Physical & Technology Requirements

• Regular use of a computer, dual monitors, telephone, headset, email, Microsoft Office Suite, CRM systems (including Blue/Docebo and other internal platforms), and virtual meeting software.

• Ability to communicate professionally by phone, email, video conference, and in person.

• Ability to sit for extended periods while performing computer-based work.

• Occasional lifting and transporting of materials weighing up to approximately 20 pounds for meetings, events, or outreach activities.

• Valid driver's license, reliable transportation, and the ability to travel throughout Central New England for meetings, networking events, and community outreach.

• Occasional evening and weekend attendance at networking events, educational programs, expos, ribbon cuttings, and BBB-sponsored activities.

 
 
Compensation & Benefits

• Hourly Rate: $20–$25 per hour, based on experience.

• Commission: Performance-based commission structure

• Bonus: Annual performance bonus eligibility

• Benefits: Paid Time Off (PTO), Paid holidays, Health insurance, Dental and vision insurance, 401(k) retirement plan, Mileage reimbursement for approved business travel, Professional development and training opportunities

 
Equal Employment Opportunity Statement
 
Better Business Bureau of Central New England is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable federal, state, or local law.