About Pflex Solutions
Pflex Solutions is a fast-growing consulting company specializing in contact center operations, customer engagement, and client retention. We support national clients with high‑quality customer service, call handling, and retention solutions. Our team is known for reliability, strong performance, and a customer‑first mindset.
We are expanding and seeking experienced contact center professionals who bring strong communication skills, consistency, and a passion for customer experience.
Position Overview – Retention Specialist
The Retention Specialist handles inbound and outbound customer calls, verifies customer information, and supports the funding process for consumer short-term personal loans. This role requires strong customer service skills, attention to detail, and the ability to manage escalated calls while maintaining professionalism.
You will work in a fast-paced call center environment, meeting daily performance metrics, retention goals, and quality standards. This position includes opportunities to earn biweekly attendance and performance bonuses.
Key Responsibilities
- Handle inbound and outbound calls with professionalism, including escalated customer situations.
- Resolve customer concerns by identifying root issues and offering appropriate solutions.
- Navigate multiple systems, update customer records, and maintain accurate documentation.
- Provide clear, correct, and up-to-date information aligned with current policies.
- Maintain strong attendance and reliability within a high functioning contact center team.
- Stay current on all processes, updates, and expectations.
- Communicate challenges, updates, and opportunities to management promptly.
- Meet or exceed KPIs, including retention goals, call handling standards, and QA scores.
- Manage high-volume calls in a fast‑paced environment while staying focused and efficient.
- Remain engaged and available throughout scheduled hours, demonstrating strong time management.
Required Skills & Qualifications
- 1+ year contact center or customer service experience (phone based).
- Experience handling call escalations.
- Strong verbal and written communication skills.
- Negotiation and conflict resolution skills.
- Ability to adapt quickly to changes and follow structured processes.
- Strong attendance and dependability.
- Ability to work independently and in a team environment.
- Computer proficiency; ability to type 30 WPM.
- Reliable transportation.
Schedule
Office hours:
- Mon–Fri: 7:00am–7:00pm
- Sat: 8:00am–4:30pm
Shifts fall within these hours. 40 hours per week with rotating Saturdays.
Compensation & Benefits
Pay: $15.00–$20.00 per hour
Bonuses: Biweekly attendance & performance bonuses
Benefits include:
- 401(k) with 4% match
- Health, dental, vision insurance
- HSA & FSA options
- Paid time off & paid sick time
- Life & disability insurance
- Employee assistance program
- Employee discount
- Referral program
Why Join Pflex Solutions
We invest in long-term employees who want to grow with us. You’ll join a team known for delivering industry‑leading results, continuous learning, and a supportive, energetic work environment. We value work‑life balance and offer opportunities for professional development and advancement.
Pay: $15.00 - $20.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Application Question(s):
- Do you have reliable transportation?
- Are you available to work from 7am-7pm Monday to Friday & Saturday?
- Can you work on Saturdays?
- Are you available to begin the upcoming training class starting on July 20th
Experience:
- Retention : 1 year (Required)
- Contact Center : 1 year (Required)
- Call escalations: 1 year (Required)
Ability to Commute:
- Pflugerville, TX 78660 (Required)
Work Location: In person
