Job Summary:
The Customer Retention Specialist is an excellent blend of sales, customer service and negotiation responsibilities. The Retention Specialist is responsible for saving and retaining Telesphere customers requesting to disconnect service. Specialists will also interface with our Sales, NOC, and Customer Operations contacts to resolve the customer’s account and product issues if necessary. “Job one" is providing the highest quality customer experience. In order to retain our customers, our Specialists will be required to educate and offer products and services that would most benefit the Customer. As a result, strong negotiation skills are necessary for this position. A Retention Specialist will speak to approximately 20-30 customers per day.
Essential Job Functions:
- Quarterback of the Customer Care Save Team
- Proactive and reactive customer retention duties
- Operations Process creation and documentation for disconnect projects and retention.
- Tracks and reports on all phases of the customer save process
- Guides the service cancelation funnel
- Primary customer contact – One stop coordinator.
- Guides activities of the weekly churn call to include ensuring timely updates on all known customers at risk.
- Customer Survey Monitoring
- Primary liaison for all departments
- Escalates at risk customer to Client Development
- Respond to incoming requests for cancellation of services and persuade our customers to remain with us.
- Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated.
- Identify opportunities to turn dissatisfied customers into happy customers.
- Document customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.
- Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.
- Report regularly to team leader on all activities relating to the role.
Specific Requirements, Skills & Education:
- Confident, enthusiastic, articulate, confident and persuasive
- Experience in a general office, customer service or sales role
- Excellent verbal and written communication skills
- Excellent telephone manner
- Attention to detail and accuracy
- Ability to manage their own workload, work independently
- Pro-active approach to process improvement
- Manage confrontation and remain confident
EDUCATION and/or EXPERIENCE:
- Bachelor’s degree preferred or minimum five (5) years of directly related experience required
- Ideal candidates will have three to five years of customer service experience with a focus on sales and retention
Contact me with a resume or email it to camcal85@gmail.com
Cam Callender
