Loyalty Team Representative

Celero Commerce • Brentwood, TN

8d

About The Position

As a Loyalty Team Representative, you’ll play a crucial role in retaining customers, resolving concerns, and strengthening relationships to reduce attrition. This role requires a proactive approach to account management, including handling rate reviews, providing technical support, and conducting retention calls to win back and engage customers. You’ll be responsible for managing a customer pipeline, tracking interactions in the CRM, and collaborating with cross-functional teams to ensure a seamless customer experience. If you excel at communication, relationship management, and customer satisfaction, this role is an exciting opportunity to make a direct impact!

Requirements

• Proven experience in customer service or retention roles, ideally in a call center environment.
• Strong communication skills, both verbal and written, with the ability to handle challenging conversations and provide empathetic support.
• Excellent problem-solving skills with the ability to think critically and creatively to resolve customer issues.
• Ability to manage multiple accounts, prioritize tasks, and meet call and retention goals.
• Strong proficiency with CRM systems and maintaining accurate, detailed records of customer interactions.
• Ability to manage a customer pipeline, ensuring timely follow-up calls and action on customer needs.
• 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, with a focus on meeting key performance metrics.

Nice To Haves

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

Responsibilities

• Actively manage accounts of existing customers who are at risk of cancellation, addressing their concerns and providing solutions to ensure retention.
• Troubleshoot and resolve any technical issues customers may encounter with our products or services to ensure customer satisfaction.
• Address and review customer concerns about pricing, offering solutions and alternatives to keep customers engaged.
• Reach out to customers who have cancelled their service to understand their reasons for leaving, address any issues, and attempt to win them back by presenting compelling reasons to return.
• Proactively contact existing customers to address any dissatisfaction and prevent churn, offering tailored solutions to ensure continued loyalty.
• Consistently meet established call quotas, ensuring a high level of customer engagement and retention.
• Maintain accurate and detailed notes of customer interactions through CRM systems, ensuring all follow-up actions, resolutions, and action plans are properly logged and tracked.
• Efficiently manage your customer pipeline, ensuring timely follow-up calls are made and all customer inquiries are handled within the designated timeframes.
• Gather and report valuable customer insights to management, helping identify trends and opportunities for service improvement.
• Work closely with other departments, including Technical Support and Sales, to resolve customer issues and enhance overall customer experience.

Benefits

• Equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

What This Job Offers

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