Customer Retention Specialist - Bend, OR (CRS100125)

Looking for a role where you can make an impact and enjoy coming to work? Paladin Data Corporation is both a trusted retail technology leader and a workplace where people come first, collaboration thrives, and growth is encouraged. Here, leaders know your name, and employees are supported both inside and outside of work.

We are seeking a new Customer Retention Specialist as part of our evolving Customer Support Team. This role will focus on customer loyalty, satisfaction, and wellness initiatives to ensure our clients get the most out of Paladin’s solutions. The ideal candidate is proactive, empathetic, and passionate about building lasting relationships with customers.

Benefits & Perks

• 100% company-paid: Medical, Dental, Vision, Hearing, Long- & Short-term Disability, Life & AD&D Insurance

• Optional family coverage

• Premium plan upgrades

• Opt-out stipend

• HSA (with company contribution) or FSA/FSA Dependent Care plan

• Critical Illness, Accident, and Hospital Confinement plans

• 401(k) with up to 3% match (eligibility after 90 days)

• Company Ownership Program and Annual Profit-Sharing Bonus

• Connectivity Reimbursement (personal cellular and internet) up to $135/month

• Home PC Allowance up to $5000 (specific positions only)

• Annual Company Merchandise Allowance

• Company, Department, and Professional Development Training

• Monthly Team Lunches and Catered Employee Appreciation Lunches

• Employee of the Month Program with 8 hours PTO and VIP parking spot

• Employee Assistance Program with free virtual/in-person access to licensed professional counselors

• Travel Assistance Program

• Financial Fitness Program

• Employee Discount Program with 30,000 discounts

• Paid holidays

• Progressive scale PTO based on years of service

Note: Standard benefits eligibility begins after 1 calendar month of employment, and 401(k) eligibility after 90 days of employment. Background investigation and drug test required.

Key Responsibilities

• Develop and execute strategies to reduce churn and improve customer loyalty.

• Lead customer wellness and mentoring initiatives to support client success.

• Analyze customer feedback and usage data to identify at-risk accounts and address them proactively.

• Collaborate with Sales, Marketing, and Product teams to align customer needs with business goals.

• Design and manage engagement programs such as education campaigns, loyalty initiatives, and outreach touchpoints.

• Resolve escalated customer issues with empathy and efficiency.

• Track and report on key retention metrics, customer satisfaction, and program outcomes.

• Mentor and train team members on customer-centric practices.

• Oversee daily operations of the Wellness Department, ensuring clear priorities, accountability, and effective collaboration across the team.

Qualifications

• 3+ years of experience in customer success, retention, or account management.

• Strong interpersonal and communication skills with an empathetic approach.

• Proficiency with CRM platforms and how they work.

• Analytical mindset with the ability to interpret customer trends and data.

• Background in coaching, mentoring, or wellness is a plus.

• Bachelor’s degree in Business, Marketing, Psychology, related field or equivalent experience running a business is valuable.

• Familiarity with applying Artificial Intelligence (AI) tools or insights to enhance customer experience, engagement, or retention strategies preferred.

Compensation & Benefits

• Hourly Range: $28–$40/hour DOE

Built on Trust & Community

Paladin Data Corporation is an employee-owned company built on the belief that trust should guide everything we do and that small businesses are the foundation of strong communities. We’re proud to be a values-driven organization, supporting initiatives such as the Mayo Clinic, Salvation Army Meals programs, AOPA, the Madras Airshow, local food banks, and children’s toy drives.

Our core values shape how we serve our customers and how we work together as a team:

• Put the customer first

• Exceed expectations

• Do what you say you will do

• Hard work brings reward

• Be honest and act with integrity

• Treat everyone with respect and dignity

• Collaborate and be a team player

• Practice active listening

At Paladin, every application is reviewed by a real person, not an algorithm. If you’re looking for a company where values, community, and people truly matter, we’d love to hear from you.