Customer Success & Retention Specialist

Hear.com US•Nevada, NV

1d•Remote

About The Position

Ready to hear about your next big opportunity? Join hear.com and help people turn up the volume on life —all from the comfort of your home! We're seeking enthusiastic Customer Success & Retention Specialists to join our team and help us to transform the lives of our customers!

Requirements

Previous Customer Retention or Sales Experience
Great Empathy & Customer-Centric Mindset
Growth Mindset: Strong work ethic and desire to learn, adapt, and improve. You're not intimidated by learning new systems/technology – we work with Salesforce, Twilio, along with Zoom, Outlook and Chrome
Solid Typing Skills: You can type at least 40 words per minute
Reliable Network Connectivity: You must be able to hardwire to your home network and your download speed must be above 100Mbps and upload speed above 20Mbps.

Responsibilities

Provide excellent customer service during each call with customers
Be a retention hero — identify at-risk customers and work your magic to rebuild trust, offer solutions, and keep them with us
Contribute towards successful achievement of customer service KPI’s (i.e. call time, first call resolution, customer retention and customer satisfaction)
Handle high call volume - Inbound, Outbound, Email/Chat support
Help improve our customer service by providing feedback regarding recurring customer issues to further improve our service
Develop tailored solutions based on customer needs
Be able to act as the liaison between customers, Partners, and Sales Consultants
Communicate with team to ensure a smooth experience for our customers
Provide in-depth knowledge and advice for hearing loss