Customer Retention Specialist

Kings III Emergency Communications•Coppell, TX

About The Position

The Role: Customer Retention Specialist Who You Are: You’re a positive relationship builder who can connect with our current client base in order to reduce cancellation risk. You see yourself as a high-skilled customer service professional with extensive experience resolving customer issues and maintaining customer relationships. Many of our customers are long-term, and in this position, you will provide business to business support for our client base. You will be responsible for negotiating contracts, creating scopes of work, amendments for ownership changes or equipment upgrades, and retention of current client base. You will be familiar with legal documents, have at least intermediate math skills, be proficient in Microsoft Office Suite, and demonstrate strong verbal and written skills. Who We Are: Established in 1989 and a four-time winner of DFW Top Workplaces in 2020-2023, Kings III is a growing, dynamic company. We’re on a mission for change – for our communities, our customers, and our company. If you see yourself as a builder and change agent, this is the right place for you. More than 12% of our employees have been with the company for 10+ years, and an impressive 25% have been with us 5+ years. How do we do it? Here's what our employees say. We seek out creative employees who love opportunities for continuous learning and growth. We value innovation in not just our products, but the way we work, sell, and grow every day. We celebrate change and are always looking for ways to do things better!

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. Listen to and address 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 – i.e. send out copies of contracts and/or provide 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 (a must!)
Team building, company events, attendance at our annual meeting and fun night, and other fun events
Relaxed professional dress code