ISC Retention Specialist II
UGI Corporation•Rocklin, CA
•Onsite
About The Position
The ISC Retention Specialist II is an experienced individual contributor within the Retention Management Team (RMT) responsible for retaining AmeriGas's existing customer base through proactive and reactive outreach. This position handles inbound calls from existing customers through the IVR phone tree and conducts outbound calls tied to various retention marketing activities. The Retention Specialist II demonstrates proficiency in retention and sales techniques, builds positive customer relationships, and consistently meets or exceeds performance targets.
Requirements
- High school diploma or equivalent required
- Minimum of 3–5 years of experience in customer service, retention, or issue resolution in a call center environment
- Proficiency with business and office tools including CRM, Microsoft Dynamics, SAP, and Microsoft Office products
Nice To Haves
- college degree preferred
Responsibilities
- Provide high-quality customer service and build positive relationships with customers to drive repeat business
- Handle inbound retention calls and conduct outbound calls related to retention marketing campaigns and at-risk customer outreach
- Perform data entry and maintenance within CRM and SAP; maintain complete and accurate records of customer and prospect interactions in CRM and/or SAP
- Gather information about customer complaints and identify trends to share with supervisors as needed
- Use active listening and discovery techniques to understand customer concerns and present appropriate solutions
Benefits
- medical
- dental
- vision
- flexible spending accounts
- health savings accounts
- 401(k)
- parental leave
- military leave
- vacation/paid time off
- sick leave
- paid holidays
- disability coverage
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
