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Customer Retention Associate Jobs in Illinois (NOW HIRING)

Vixxo

Customer Service Representative

Lombard, IL

$15.75 - $21.50/hr

As a Customer Service Representative, you will be part of a growing team of 800 associates who ... retention and/or business development Demonstrated experience in providing exceptional customer ...

Vixxo

Customer Service Representative

Lombard, IL · On-site

$15.75 - $21.50/hr

As a Customer Service Representative, you will be part of a growing team of 800 associates who ... retention and/or business development • Demonstrated experience in providing exceptional customer ...

Hertz

Customer Experience Associate

Coal Valley, IL · On-site

$16/hr

Customer Experience Associate The Customer Experience Associate provides customer service that is above and beyond for customer satisfaction and retention creating a culture of empowerment for ...

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Customer Retention Associate information

What does a customer retention associate do?

A Customer Retention Associate is responsible for maintaining and strengthening relationships with existing customers to reduce churn and increase loyalty. Their main duties include addressing customer concerns, resolving issues, and providing personalized solutions to encourage customers to continue using the company’s products or services. They may also analyze customer feedback, identify reasons for dissatisfaction, and work with other departments to improve the overall customer experience. Ultimately, their goal is to ensure customers are satisfied and remain loyal to the brand.

How does a customer retention associate typically collaborate with other departments to improve customer satisfaction?

Customer Retention Associates frequently work alongside teams such as sales, customer support, and product development to identify and address customer concerns. They communicate customer feedback and trends to these departments, helping to inform service improvements and resolve recurring issues. Regular meetings and shared reporting tools are common practices to ensure alignment and foster a collaborative approach to enhancing the overall customer experience.

What are the key skills and qualifications needed to thrive as a customer retention associate, and why are they important?

To excel as a Customer Retention Associate, you need strong communication skills, a solid understanding of customer service principles, and often a background in business or marketing. Familiarity with CRM software like Salesforce, customer analytics tools, and sometimes certifications in customer experience management are typical for the role. Exceptional problem-solving abilities, empathy, and persuasive negotiation skills help you build lasting relationships with clients. These capabilities are essential for minimizing customer churn and maintaining steady business growth through positive customer experiences.

What is the difference between Customer Retention Associate vs Customer Service Representative?

AspectCustomer Retention AssociateCustomer Service Representative
Primary FocusRetaining existing customers and reducing churnHandling customer inquiries and resolving issues
Skills NeededCommunication, relationship management, problem-solvingCommunication, problem-solving, product knowledge
Work EnvironmentSales teams, account management, customer successCall centers, support desks, retail
Common CertificationsCustomer service, CRM toolsCustomer service, communication skills

While both roles involve direct customer interaction, a Customer Retention Associate primarily focuses on maintaining existing customer relationships and reducing churn, often working closely with sales and account management teams. In contrast, a Customer Service Representative handles day-to-day customer inquiries and issues, providing support and troubleshooting. Both roles require strong communication skills, but the retention role emphasizes relationship-building to foster loyalty.

What is a customer retention associate?

A customer retention associate is a professional responsible for maintaining relationships with existing customers to encourage repeat business and loyalty. They often use communication skills, customer data analysis, and CRM tools to address customer needs and resolve issues, supporting the company's retention strategies.

What are the most commonly searched types of Customer Retention jobs in Illinois?

The most popular types of Customer Retention jobs in Illinois are:

What cities in Illinois are hiring for Customer Retention Associate jobs?

Cities in Illinois with the most Customer Retention Associate job openings:

Customer Retention Associate jobs near you

Senior Manager, Product Management - Customer Experience Quill

Staples, Inc.

Lincolnshire, IL • On-site

$133K - $175K/yr

Full-time

Retirement, PTO

Posted 18 days ago

Staples rating

5.8

Company rating: 5.8 out of 10

Based on 642 frontline employees who took The Breakroom Quiz

434th of 740 rated retailers

Job description


This position is a minimum of 4 days in office with flexibility for remote work on Fridays.
Quill is a valuable part of the Staples family of brands. Since 1956, Quill has held its position as a leader in office supplies. Acquired by Staples in 1998, Quill delivers the essential services, solutions, and award-winning customer support to help our customers - and our people - thrive. When you partner with Quill, as a customer or as an associate, every workday is more rewarding.
From paper, ink & toner, to technology and custom print, we deliver the right products at the right value, plus an unmatched assortment of over 900 instant rewards available with every order.
Quill.com makes ordering supplies easier and more rewarding, providing everything from paper and ink to cleaning supplies and technology. We pride ourselves on exceptional customer service and have been a trusted partner of Staples since 1998.
The Senior Manager, Product Management - Customer Experience & Loyalty owns the digital experiences that drive customer engagement, repeat purchase, loyalty, and long-term customer value across Quill.com. This role leads the strategy, roadmap, and optimization of key customer touchpoints, including onboarding, rewards, chat, cart, checkout, and reorder experiences. Partnering closely with Marketing, Analytics, UX, and Technology teams, you will identify opportunities to reduce friction, improve engagement, and create seamless customer journeys that drive measurable business outcomes. Success in this role is measured through improvements in customer retention, repeat purchase behavior, loyalty engagement, and customer lifetime value.
What you'll be doing:
  • Develop and communicate a clear product strategy and roadmap aligned with company vision and market opportunities.
  • Tailor website experiences for different customer segments, focusing on key engagement moments and reducing friction in the customer journey.
  • Own performance outcomes for customer engagement, retention, and loyalty initiatives, leveraging analytics and customer insights to prioritize investments and optimize experiences.
  • Implement A/B testing and optimization techniques to increase user satisfaction and website performance.
  • Collaborate with UX/UI designers, developers, and cross-functional teams to deliver high-quality products and customer journeys on time and within budget.
  • Identify emerging customer, industry, and competitive trends and translate insights into product strategies that drive growth and differentiation.
  • Manage product launches with effective go-to-market strategies, pricing, and promotional plans.
  • Stay current on industry trends and emerging technologies related to eCommerce and user experience.
  • Own customer-facing experiences that directly influence customer retention, repeat purchases, loyalty engagement, and overall customer lifetime value.

What you bring to the table:
  • Ability to adapt to a dynamic, fast-paced environment.
  • Knowledge of agile development methodologies.
  • Excellent communication and collaboration skills.
  • Proven track record of bringing products to market and achieving business objectives.
  • Collaborative mindset with a proven ability to build partnerships and work across teams to achieve shared objectives.
  • Strong customer focus, able to identify and address internal and external customer needs while delivering customer-centric solutions.
  • Commitment to an inclusive environment, working with diverse individuals of varying backgrounds and cultures.
  • Innovative thinking, encouraging new ideas and implementing solutions that challenge conventional approaches.
  • Dedication to self-development, seeking growth opportunities through formal and informal channels.

What's needed - Basic Qualifications:
  • Bachelor's degree in a relevant field OR equivalent work experience
  • 8+ years of experience in product management, eCommerce, or customer experience, including at least 2 years in a leadership role.
  • Strong analytical skills and proficiency with analytics tools such as Adobe Analytics, GA4, and/or Fullstory.
  • Familiarity with A/B testing, SEO, and content management systems.

Preferred Qualifications:
  • Master's degree (MBA preferred).
  • Experience in B2B eCommerce.

We Offer:
  • Inclusive culture with associate-led Business Resource Groups
  • Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)
  • Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

The salary range represents the expected compensation for this role at the time of posting. The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, geography, business considerations, and internal equity. In addition to base pay, this role may be eligible for bonuses, or other forms of variable compensation.
#LI-AF1
About Us
Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

What Staples employees say

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Hours and flexibility

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About Staples

Sourced by ZipRecruiter

Staples is the country's largest operator of office supplies superstores, offering a vast selection of products at low prices, primarily to small business owners. The company has a strong online presence and operates over 994 stores in the U.S. and 40 warehouses/fulfillment centers. The company was founded by Leo Kahn and Thomas G. Stemberg, and opened its first store in Brighton, Massachusetts on May 1, 1986. By 1996, it had reached the Fortune 500, and later acquired the office supplies company Quill Corporation. Staples provides office and school supplies, office furnishings, electronics, software, snack and beauty products, as well as offering printing and technological services. The company has a strong commitment to innovation and customer service.

Industry

Retail

Company size

10,000+ Employees

Headquarters location

Framingham, MA, US

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