A Customer Retention Representative, will act as a liaison, provide service information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. A Retention Representative should genuinely be excited to help customers and other agents. Remaining patient, empathetic, and passionately communicative. Customer Retention Representative can put themselves in their customers’ shoes and advocate for them when necessary. A Retention Representative is confident at troubleshooting and investigating if they don’t have enough information to resolve customer complaints and new issues that arise.
The target is to ensure excellent retention of existing customer base, respond efficiently to agent and customer requests and maintain a high standard of customer care for every interaction.
Duties and responsibilities
- Manage large amounts of cancellation requests.
- Identify and assess customers’ needs to achieve satisfaction.
- Provide accurate, valid and complete information by using the right methods/tools.
- Handle customer complaints, provide appropriate solutions and alternatives; follow up to ensure resolution.
- Take live escalations
- Meet personal/Retention team targets and quotas.
Keep records of customer interactions, process customer accounts and file documents in back end notes.
- Follow communication procedures, guidelines and policies.
- Follow customer agreement policies and procedures.
- Take the extra mile to engage customers and encourage long term retention.
*It is essential to the job function to be present every day of work.
Competencies
- Excellent Communication Skills;
- Excellent Customer Service Skills
- Customer Retention Proficiency
- Sales Proficiency
- Management Experience
- Typing;
- Data Entry Skills;
- Attention to Detail;
- Team Player with High Level of Dedication;
- Organizational Skills;
- Ability to Work Under Strict Deadlines;
- Performance Management;
- Confidentiality;
- Thoroughness;
- Problem Solving/Analysis;
- Technical Capacity;
- High Energy
Qualifications
Due to the nature of this position it will be imperative certain qualifications are met to attract new business and retain current clientele.
Qualifications include:
- A proven record of customer retention in a call center setting. This is not an entry level position.
- Experience working with customers over the phone to resolve contract disputes and other issues to resolution.
- Pass a Drug Test;
- Pass a Background check.
- High School Diploma or Equivalent;
Working conditions
This job operates in an remote setting. This role routinely uses standard office equipment.
Working conditions may alter depending on the vast and varied task(s) assigned. In general, individuals filling this position will work the majority time inside an office environment. Individuals must have the ability to work with exemplary attendance Monday-Friday and Saturday’s as scheduled. Work schedule may vary based upon a mutual arrangement between an employee and supervisor.
Physical requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Direct reports
Customer Retention Representatives report directly to the Customer Experience Director.
*Insight reserves the right to modify this job description at any time to adapt to company or industry standards.
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time, by their immediate supervisor.
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Pay: From $16.00 per hour
Benefits:
- Flexible schedule
- On-the-job training
- Paid time off
- Work from home
Shift:
Application Question(s):
- Do you have proven experience in customer retention in a call center setting? Please provide information.
Education:
- High school or equivalent (Required)
Work Location: Remote
