Customer Retention Agent

Epos Now Group • Orlando, FL

11h • $40,000 - $45,000

About The Position

Customer success is the foundation of business success. As this company has been built on retaining customers for long periods of time, when a customer leaves - we take it personally. As Customer Retention Agent, you will be responsible for maintaining a low level of customer churn and contacting customers at risk of churn or cancelling in a timely manner. Being a confident negotiator, experienced in account management and comfortable handling difficult conversations, you will be tenacious in your desire to retain customer business. You will also proactively contact customers to improve their experience, and will be the first point of call to deal with cancellations, billing enquiries, customer retention and complaints.

Requirements

• Confident negotiator
• Experienced in account management
• Comfortable handling difficult conversations
• Tenacious in desire to retain customer business
• Ability to proactively contact customers to improve their experience
• First point of call to deal with cancellations, billing enquiries, customer retention and complaints
• Ability to use CRM effectively

Nice To Haves

• Experience in the payments and point of sale (POS) space

Responsibilities

• Retain customers, contributing the company goal of a 1% churn of customer base.
• Proactively speak to customers with outstanding debt, to reduce the number of customers owing funds and identifying gaps in process to prevent repeat offenses.
• Manage all cancelled customers and outbound activity. This includes taking ownership of your personal cancellation queue by contacting all customer cancellations within 24 hours, and seeking to reactivate accounts where possible.
• Use Net Promoter Score results from cancellations to address detractor issues.
• Answering customers' billing and subscription queries.
• Maintain a high volume of outbound activity to nurture meaningful relationships with customers, understand customer needs and support business growth.
• Ensure all customers understand the value of the company’s products and services.
• Deliver against KPIs in key areas of activity and productivity.
• Optimize customer experience by effectively utilizing the CRM.
• Follow all relevant processes and proactively give feedback to improve them.

Benefits

• Career progression and increased basic salary achievable by reaching revenue, retention and account reactivation targets.
• Total of 25 days PTO
• Exclusive retail, restaurants, travel and accommodation discounts.
• 24/7 access to a mental health and well being
• 401k
• Medical including Dental & Vision

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed