Customer Retention Specialist

Kings III Emergency Communications•Coppell, TX

8h•Onsite

About The Position

The Customer Retention Specialist is responsible for building positive relationships with the current client base to reduce cancellation risk. This role involves providing business-to-business support for long-term customers, negotiating contracts, creating scopes of work, and handling amendments for ownership changes or equipment upgrades. The specialist will work with legal documents, possess intermediate math skills, be proficient in Microsoft Office Suite, and demonstrate strong verbal and written communication skills.

Requirements

High school diploma or equivalent
Minimum of two years of high skilled customer service work experience
Strong people skills
Attention to detail and problem solving
Confident and enthusiastic
Excellent communication skills – verbal and written; strong typing skills
Supportive team player with strong work ethic
Strong organization skills
Willing to learn and ask questions
At least intermediate skill level using Microsoft Office Suite, including Word, Excel, and Outlook

Nice To Haves

Knowledge in Sedona, Manitou, SalesForce or similar CRM software a plus

Responsibilities

Respond to cancellation requests in a timely manner with site specific information to save the account.
Document results to help us better understand why customers ultimately cancel service.
Reach out to customers who are at a high risk of cancelling (such as during ownership and management changes or having inoperable equipment, phone line issues, or upcoming elevator modernization).
Work with client base to review current contracts, contract renewals, scopes of work, or equipment upgrades.
Acquire product and service knowledge to help inform our customers to specific solutions.
Create a great client experience by listening to and addressing customers’ needs.
Refresh accounts with terms from new customer agreements.
Execute renewal or replacement agreements for existing customers with device and/or rate changes.
Respond to customer requests, such as sending out copies of contracts and/or providing requested information.
Work within multiple software systems to maintain client data, including SalesForce, Sedona, and Manitou.
Work with team to develop process improvements and streamline workflow.

Benefits

Medical insurance with 1 HSA and 2 PPO plan options
Dental, vision, life, short- and long-term disability insurance
401k with company contribution
Employee Assistance Program (EAP)
Company paid telemedicine 24/7 access
8 paid holidays, plus 1 floating holiday
15 days of PTO accrued in year 1
Generous referral bonus program
Work life balance
Team building, company events, attendance at our annual meeting and fun night, and other fun events
Relaxed professional dress code