ISC Retention Specialist II

UGI Corporation•Rocklin, CA

1d•$25 - $26•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

Effective use of retention and sales techniques, including discovery, value proposition development, objection handling, and customer acquisition
Efficient and accurate use of systems and tools (CRM, SAP, Microsoft Office products, business websites/systems)
Strong telephone presence and interpersonal skills
Ability to multi-task and prioritize workload; strong organizational and time management skills
Active listener with the ability to use inquiry to understand customer needs with the ability to de-escalate customer concerns.
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