Customer Retention Representative

Superior Plus•Wayne, PA

About The Position

The Customer Retention Representative will serve as a secondary point of contact for customers expressing dissatisfaction and intent to close their accounts. This role is crucial in retaining customer accounts by addressing and resolving outstanding concerns and issues. The representative will achieve this by delivering exceptional customer service, educating customers on Superior Propane’s processes and product offerings, responding to general sales inquiries, and providing updated product, pricing information, and special offers. Additionally, the specialist will follow up with customers who have completed satisfaction surveys to discuss their feedback and resolve any concerns.

Requirements

Minimum high school diploma with at least one year of relevant experience
Exceptional customer service skills supported by strong oral communication abilities.
Passion for finding solutions and providing the best possible customer experience.
Attention to detail to ensure accuracy in all customer-related information.
Proficiency in Microsoft Outlook and Excel.
Legal Authorization to work in the US is required.
Will not sponsor individuals for employment visas now or in the future for this job opening.

Nice To Haves

Prior experience in customer service, sales, and/or accounting is preferred.
Post-secondary education is considered an asset.
Fluency in Spanish/English, both written and verbal, is an asset.

Responsibilities

Deliver exceptional customer service by consistently applying and leveraging established procedures and processes to effectively resolve issues and retain customers.
Actively listen to customers’ concerns and work positively to defuse situations.
Evaluate the profitability and status of accounts, aiming for a win-win resolution by addressing issues and negotiating account, product, and service offerings to retain accounts while ensuring future profitability.
Meet predetermined retention targets when responding to customers’ requests to close their accounts.
Accurately and promptly process and complete the closure of customer accounts.
Participate in continuous improvement initiatives.
Perform other job duties as assigned.