Customer Retention Representative jobs in Oakland, CA

Retention Specialist
Oakland, CA
In Person

Anticipated deadline to submit application: April 15, 2024 before 6 pm PDT. Position may close early if application limit is met. Apply promptly for full consideration.

The Opportunity

We’re looking to hire a resilient and results-driven Retention Specialist for our local program who will keep our program participants fully engaged in the labor force for at least twelve months after they’ve secured full-time employment. 

Successful Retention Specialists understand customer relationship management and work to build strong and trusting relationships with participants; strategically manage their caseloads, balancing the needs of individual participants with organizational needs to achieve programmatic outcomes; and hold themselves accountable for capturing a running record of participant interactions and milestone achievements within CEO’s case management system.

As part of our mission, we strongly encourage individuals who have lived experience of incarceration or involvement in the justice system to apply for this role.

Who We Are

The Center for Employment Opportunities (CEO) provides employment services to people recently released from incarceration. Across the United States, 8,000-9,000 people participate in CEO each year, transitioning to employment that supports themselves, their families, and their communities.

What began as a demonstration project of the Vera Institute of Justice in the 1970s to address employment barriers facing the formerly incarcerated following release in New York City has grown into the leading reentry employment organization in the country, where over 30,000 formerly incarcerated individuals have secured full-time employment since 1996.

Who You Are

• You’re deeply dedicated to social justice and perhaps are already working in the re-entry space
• You're experienced in providing feedback and guidance to clients to encourage their growth and continued development of their knowledge and skills
• You’re passionate about making an impact on people's lives and interested in guiding them to achieving their career goals through a balance of accountability and empathy
• You are a people-person and love to inspire others to reach a goal and perform to the best of their ability
• You have strong customer service skills and take a human-centered approach when communicating with participants
• You have strong time management and prioritization skills
• You’re able to anticipate problems, evaluate them, and determine and implement solutions
• You’re computer savvy (demonstrated word processing skills, ability to use the Internet to research job opportunities, familiarity with Salesforce preferred)
• You come to CEO with 1-2 years of related experience

Major Responsibilities

Responsibilities of the Retention Specialist include but are not limited to:

• Maintaining frequent contact with participants;

• Researching and connecting participants to educational and vocational opportunities as related to their short- and long-term goals;

• Providing participants with continued life skills education and relevant resources;

• Advocating for participant needs with parole officers and other constituencies;

• Distributing retention incentives to participants

• Using motivational interviewing techniques as appropriate to help guide participants to goal achievement

• Maintaining accurate client records in Salesforce; updating progress notes in Salesforce during and after each meeting with participants 

Compensation and Benefits

The salary range for this position is $50,521.50/annually. In an effort to be both equitable and transparent, CEO's compensation philosophy considers a variety of factors, including, but not limited to, experience, internal equity, and home office location in making a final determination on our salary offer.

We recognize that salary is a part of the overall compensation package and also provide a comprehensive benefits package, including medical and dental coverage, as well as professional development opportunities and training, including regular training opportunities in Motivational Interviewing (MI). MI is one evidence-based skill that reentry and human service professionals can utilize when supporting participants to achieve their goals.

We also offer paid parental leave, participation in a retirement plan, sick and vacation leave, paid holidays and more. We are a workplace that promotes continual learning and teamwork, offering lunch and learns, team outings, holiday gatherings and more for our staff.

More About Us

The Center for Employment Opportunities believes that everyone deserves the chance to shape a stronger future for themselves, their families, and their communities. Our commitment to being an anti-racist organization that is inclusive across all identities and experiences drives us forward every day. We exist to create greater opportunities for people who face multiple barriers to personal and professional success, and we’re passionate about being agents of change who promote diversity, equity, inclusion, and access to opportunities for all.

People who are justice involved, people of color, people who identify as LGBTQ , and people with disabilities are highly encouraged to apply for vacant positions at all levels. CEO’s commitment to DEI aligns with the CROWN Act, creating an open space where our employees can present as their true authentic selves. We are an equal employment opportunity for all regardless of race, color, citizenship, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran or reservist status, or any other category protected by federal, state, or local law.

Please note that due to the volume of resumes received, we are unable to contact each applicant regarding the status of each position or reply to candidates' inquiries via phone or email.

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