Loyalty Team Representative

Celero Commerce • Atlanta, GA

4d

About The Position

The Loyalty Team Representative helps retain customers, resolve concerns, and strengthen customer relationships to reduce attrition. The role manages accounts at risk of cancellation, handles pricing reviews and technical issues, and contacts former customers to encourage them to return. It also involves managing a customer pipeline, recording interactions in CRM systems, meeting call quotas, collecting customer feedback, and collaborating with other departments to provide a seamless customer experience.

Requirements

• Proven experience in customer service or retention roles; call center experience is ideal.
• Strong verbal and written communication skills, including the ability to handle challenging conversations and provide empathetic support.
• Excellent problem-solving skills and the ability to think critically and creatively.
• Ability to manage multiple accounts, prioritize tasks, and meet call and retention goals.
• Strong proficiency with CRM systems and accurate recordkeeping.
• Ability to manage a customer pipeline and make timely follow-up calls.
• Technical aptitude to troubleshoot customer issues and navigate support systems.
• Ability to work independently and as part of a team.
• Detail-oriented with excellent organizational skills.
• Experience in a fast-paced environment focused on meeting key performance metrics.

Nice To Haves

• Previous experience in customer retention, loyalty programs, or win-back campaigns.

Responsibilities

• Manage accounts of existing customers at risk of cancellation, address their concerns, and provide solutions to retain them.
• Troubleshoot and resolve customer technical issues related to products or services.
• Review customer pricing concerns and offer solutions or alternatives.
• Contact customers who have cancelled, understand their reasons for leaving, resolve issues, and attempt to win them back.
• Proactively contact existing customers to address dissatisfaction and prevent churn with tailored solutions.
• Meet established call quotas and customer engagement and retention requirements.
• Record detailed notes of customer interactions, follow-up actions, resolutions, and action plans in CRM systems.
• Manage the customer pipeline and ensure timely follow-up calls and responses to customer inquiries.
• Collect and report customer feedback and insights to management.
• Collaborate with departments including Technical Support and Sales to resolve issues and improve the customer experience.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed