Inside Sales - Retention Specialist

ZipRecruiter•Phoenix, AZ

23h•Hybrid

About The Position

The Inside Sales - Retention Specialist is responsible for retaining ZipRecruiter customers by uncovering the root cause of their concerns through in-depth discovery and partnering with customers as a trusted advisor to resolve issues. The role identifies why customers are considering cancellation and proposes appropriate solutions to retain their business or create a positive experience that makes them more likely to return in the future. The position handles cancellation requests by phone and email, works toward team retention goals, minimizes lost revenue, and promotes ZipRecruiter features and benefits. The role is offered in a hybrid work environment; most US-based positions may also be performed remotely, subject to exceptions noted in the Minimum Qualifications.

Requirements

2–5 years of experience in Sales, Account Management, Customer Service, or Client Support.
Working knowledge of MS Office Suite, including Word, Excel, and PowerPoint.
Ability to turn an upset customer into a loyal, satisfied customer through a genuine tone and eagerness to help.
Regular, reliable, and predictable attendance and consistent adherence to scheduled work hours.

Nice To Haves

Prior B2B experience preferred.

Responsibilities

Meet or exceed established performance goals, including productivity and quality of activities.
Contribute daily to the team retention goal.
Minimize revenue lost from canceled accounts.
Handle and process customer cancellation requests via phone and email.
Identify opportunities to optimize results and improve customer satisfaction through effective discovery calls.
Develop strategies to resolve issues and retain customers.
Promote ZipRecruiter site features and benefits, including ZipHire and TrafficBoost.