Client Retention Specialist
About The Position
The role of the Client Retention Specialist is to ensure clients are satisfied throughout the customer journey, respond to cancellation requests, deescalate clients calls, offer creative solutions and concessions to retain clients and partner with other departments to improve internal processes and the client experience. The ideal candidate will provide exceptional customer service and support and incredibly thorough to help the company maintain the highest quality standards. We’re all about that in-person vibe—this role is 100% on-site! If you’re excited to work side-by-side with our team (or are ready to make the move), then you’re a perfect fit. If not, we kindly ask you to hold off on applying. Thanks for understanding and happy job hunting!
Requirements
- 2+ years previous experience in call center or sales environment
- Excellent data collection and analysis skills
- High school diploma or general education degree (GED); and 1-2 years of related experience and/or training; or equivalent combination of education and experience.
- Associate degree (A. A.) or equivalent from two-year college or technical school and 1-year related experience and/or training; or equivalent combination of education and experience.
Nice To Haves
- A plus if you've handled escalated calls
Responsibilities
- Manage, respond, and resolve cancellation requests from submitted in our ticketing systems.
- Call clients to actively listen and empathetically understand their concerns and reasons for cancellations providing suggestions for areas of improvements to management.
- Utilize persuasive communication techniques to address customers’ issues and resolve complaints effectively.
- Identify trends and underlying problems or dissatisfaction points and propose appropriate solutions to retain clients.
- Collaborate with other departments, such as sales or customer service, to ensure a seamless resolution process.
- Properly document notes and all client interactions in the company’s ticketing and CRM system.
- The job includes other duties and responsibilities assigned by management.
Benefits
- Medical, Dental, and Vision Insurance (starting after 60 days)
- Paid Time Off
- 401(k) retirement plan with company match
- Professional Development Program to support your growth
- Access to our on-site gym and gaming lounge
- Catered team lunches every Friday
- Fun and energizing quarterly company outings
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
11-50 employees
