Client Retention Specialist

1-800Accountant•Largo, FL

9h•$19 - $21•Onsite

About The Position

As a Client Retention Specialist with 1-800Accountant, you are responsible for protecting existing revenue by retaining clients that are seeking to cancel their service(s), or are at risk of canceling with 1-800Accountant. The Client Retention Specialist must continually demonstrate strong skills in the areas of negotiation, save techniques, rebuttals, and interpersonal communication & problem solving skills, which will maintain long-term client relationships with our client base while reducing churn and enhancing revenue. The ultimate goal is to retain clients and make them advocates for 1-800Accountant services. The Client Retention Specialist will also be required to research complex issues that are driving cancellations. This will aid in identifying root causes so they can work with leadership to develop long term solutions for process and/or service failure points. This position will start out as an in-office position in our Largo, FL office.

Requirements

Sales / Negotiation Skills Required
Excellent Verbal and Written Communication Skills
Technical, Product, and Policy Knowledge
Enthusiasm for 1-800Accountant and Clients
Ability to Attain Targets
Time Management Skills
Emotional Intelligence
Rapport Building Skills
Dependability
Ability to Work Under Pressure

Responsibilities

Be the primary contact for all 1-800Accountant clients that are requesting to cancel their services
Address client request to cancel or alter their subscription to ensure client can continue working with the company
Overall objective to retain client while providing a positive an enjoyable experience
Effectively negotiate retention options (approved by management) with the client to prevent cancelation
Resolution may involve investigation into clients support history or needs analysis based on customer business needs
If unsuccessful retaining client, track and provide cancelation reporting which can provide senior management insights
Attend monthly meetings to deliver data trends and key learnings on why clients are leaving or terminating their subscriptions with 1-800Accountant.
Act as Red Flag Warning system for cancellation trends
Utilize Company Technology and Resources without challenge
Use Salesforce to detail client interactions
Consistently receive positive surveys from clients that youve attempted to save