Customer Retention Specialist (Work from Home)

TruVista Communications Inc•Commerce, GA

22h•Remote

About The Position

The Customer Retention Specialist works as a member of the Truvista Customer Retention Team to ensure high levels of satisfaction and low levels of customer churn as a result of successful proactive and reactive interactions with our customers. High-level responsibilities include proactive touchpoints and communications with new and existing customers, customer disconnect request handling and “save” attempts, and former customer “win-back” sales. He/she partners effectively with Sales, Marketing, Field Operations, Network Operations and Finance departments to achieve assigned customer satisfaction and retention objectives.

Requirements

High school diploma, GED or equivalent combination of education and experience
One year of related training and experience
Leadership - Inspires and motivates others to perform well, provides vision and inspiration to peers, and gives appropriate recognition to others. Exhibits sound judgment and makes good business decisions.
Professionalism - Maintains a professional appearance. Approaches others in a tactful manner, reacts well under pressure, and treats others with respect and consideration regardless of their status or position. Accepts responsibility for his/her own actions and follows through on commitments.
Interpersonal Skills - Focuses on resolving conflict vs. blaming others, maintains confidentiality, and is open to coaching and new ideas
Communications - Speaks clearly and persuasively in both positive and negative situations, listens and gets clarification, and responds well to questions. Able to compose professional business correspondence.
Interpretation - Able to read, analyze, interpret, develop and negotiate contracts
Teamwork - Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeed
Customer Service - Effectively manages difficult or emotional customer situations, solicits customer feedback to improve service, and meets customer commitments
Organizational Support - Follows policies and procedures and completes administrative tasks correctly and on time
Planning and Organizing - Prioritizes and plans work effectively and uses work time efficiently
Computer Skills – Possesses solid operating knowledge and ability in Microsoft Word, Excel, PowerPoint, and Outlook

Nice To Haves

Two-year or four-year degree is a plus
Industry experience is preferred

Responsibilities

Achieve assigned customer satisfaction, customer retention and former customer win-back sales objectives
Contact new and existing customers following service installations, trouble ticket resolutions, repeat technician visits, and customer call requests from our Net Promoter Score Surveys to ensure customer satisfaction
Escalate customer installation and service issues for assistance and resolution when appropriate and maintain contact with the customer until final results and customer satisfaction is achieved
Partner with Sales, Marketing, Field Operations, Network Operations and Finance departments as needed to address customer opportunities and issues in a timely manner
Handle customer disconnect requests and perform customer “save” attempts
Contact former customers to present win-back offers and close sales
Develop and maintain an in-depth understanding of Truvista value propositions and product offerings
Maintain a strong working knowledge of market competitors and their sales and marketing strategies
Develop trusted relationships with customers and use a consultative, solutions-based approach during customer interactions
Customize and present compelling value propositions and solutions to existing and former customers
Develop and maintain a list of referenceable customers to help close former customer win-back sales
Act as a “voice of the customer” for Truvista and prioritize and communicate customer needs to the Truvista leadership team
Update and maintain accurate customer contact information and records in the Truvista sales system
Promote a positive reputation and brand image for Truvista in our service areas
Complete additional duties and projects as assigned by management
Practice consistent and on-time attendance