Our Team: At LNP Media Group, our work is rooted in service to our community. As a nonprofit media organization, we are dedicated to delivering trusted journalism, meaningful storytelling, and essential information that helps our community stay informed, engaged, and connected. Our mission-driven approach ensures that our reporting and services strengthen civic life and support the long-term vitality of Lancaster County.
We believe great work happens when talented people feel supported, respected, and empowered. Our culture values collaboration, accountability, curiosity, and innovation. We encourage employees to bring their ideas, perspectives, and passion to the table as we continue to evolve in a rapidly changing media landscape.
At LNP Media Group, every role contributes to our shared purpose – to serve the community through impactful journalism and responsible stewardship of a trusted local institution.
Summary: The Customer Service & Retention Specialist resolves complex subscriber issues and manages high-risk cancellations while driving retention efforts. This role analyzes customer feedback and data to identify churn drivers, refines retention strategies, and collaborates with Customer Service and Circulation teams to improve subscriber experience and performance outcomes.
Essential Duties and Responsibilities:
· Resolve subscriber issues via phone, email, and chat, including billing, product access, and account changes
· Support high-risk cancellation and churn cases using approved retention solutions
· Analyze customer feedback and subscriber data to identify churn drivers and recurring issues
· Develop and refine retention messaging and approaches based on observed patterns
· Compile and share insights related to customer complaints and retention effectiveness
· Serve as a liaison between Customer Service and Circulation teams to support retention planning
· Document cases and outcomes clearly in CRM and support systems
· Represent the organization professionally in all customer interactions