Home Care Customer Retention Specialist

A Place for Mom

About The Position

A Place for Mom is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make A Place for Mom an employer of choice and a great place to work! Position Overview Answer inbound calls and respond to emails from customers with a potential cancellation. Reach out to those who indicate they are having issues to prevent upcoming cancellations. Work with customers who previously cancelled services to get them to reactivate their services. This position is responsible for resolving concerns and presenting solutions in order to retain the customer’s business. Use high value saving techniques to meet product, and service sales retention targets, in a commission or incentive pay driven environment. The objective is to retain or re-establish customers who are requesting termination of service(s) through explanation of the overall value, features and benefits of all products and services offered by A Place for Mom.

Requirements

High school diploma or general education degree (GED); or up to one-year related experience and/or training, or an equivalent combination of education and experience
At least 1 year of sales or 2 years customer care experience
Ability to build customer relationships and provide customer service
Knowledge and ability to cope with and resolve escalated customer service issues
Conflict resolution skills
Knowledge of company products and services
Attention to detail and accuracy
Written and verbal communication skills
Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
Mathematical skill to calculate figures and amounts such as discounts, commissions, proportions, percentages, area and volume
Time management skills, including punctuality for on-time attendance
Ability to prioritize, organize, and perform multiple tasks

Nice To Haves

Previous experience with retention or winback preferred

Responsibilities

Receives & makes calls regarding canceling customers and is responsible for resolving concerns and retaining the customer’s business.
Provides immediate follow-up on customer complaints/concerns setting proper expectations and next steps for the customer.
Working through our database of cancelled customers to win them back.
Handle escalated customer issues requiring extensive problem solving to ensure both a close loop customer experience and learning opportunities for A Place for Mom.
Uses training to retain and re-establish customers.
Notifies customer and designated personnel of findings, adjustments, and recommendations such as refund of money, credit of customer’s account, or adjustment of customer’s bill.
Update and maintain customer databases with accurate customer information and timely data entry.
Positively represents the A Place for Mom brand in all written and oral communications and correspondence.