Customer Retention Specialist (Sales)

EE Vivid LLC • Gilbert, AZ

2d • Onsite

About The Position

The Customer Retention Specialist handles post sale contact with customers who have purchased items with issues preventing the order from being able to ship. Solutions are geared towards problem solving issues on orders and avoiding negative experiences.

Requirements

• Excellent communication skills, both verbal and written
• Strong active listening skills
• Ability to create, implement and maintain processes
• Ability to maintain a professional and calm demeanor
• Strong organizational skills and attention to detail
• Ability to enhance the customer experience
• Ability to maintain good customer relations
• Proficiency in the use of CRMs, Microsoft Office, typing and VOIP phone systems
• Strong sales, customer service and negotiation skills
• High School Graduate or General Education Degree
• At least 2 years of sales or customer service experience

Nice To Haves

• Knowledge of the aftermarket automotive/performance vehicle parts industry, preferred
• Previous call center/eCommerce experience preferred

Responsibilities

• Proactive Customer engagement- Making contact with customers within 24 hours of their purchase by phone, sms and email to notify them of an issue with items they ordered.
• Work with customers to provide solutions to get their order moving.
• Act as a specialist in solving order issues, aiming to turn negative experiences into loyalty opportunities.
• Collaborate with customer service and sales to help enhance the overall customer experience.
• Utilize tools such as the CRM, Order Management and Phone System.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees