Loyalty Team Representative

Celero Commerce•Atlanta, GA

About The Position

The Loyalty Team Representative is responsible for retaining customers, resolving concerns, and strengthening customer relationships to reduce attrition. The role involves proactive account management, technical support, rate reviews, and retention calls to engage customers and win back former customers. The representative manages a customer pipeline, records interactions in CRM systems, and collaborates with cross-functional teams to provide a seamless customer experience.

Requirements

Proven experience in customer service or customer retention roles; call center experience is ideal.
Strong verbal and written communication skills, including the ability to handle challenging conversations and provide empathetic support.
Strong problem-solving skills and the ability to think critically and creatively to resolve customer issues.
Ability to manage multiple accounts, prioritize tasks, and meet call and retention goals.
Proficiency with CRM systems and maintaining accurate, detailed customer records.
Ability to manage a customer pipeline and ensure timely follow-up 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 strong 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 by addressing concerns and providing retention solutions.
Troubleshoot and resolve customer technical issues with products or services.
Review pricing concerns and offer solutions or alternatives to retain customers.
Contact customers who cancelled service to understand their reasons for leaving, address 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 goals.
Document customer interactions, follow-up actions, resolutions, and action plans in CRM systems.
Manage the customer pipeline and ensure timely follow-ups and responses to customer inquiries.
Gather and report customer insights to management to identify trends and opportunities for service improvement.
Collaborate with departments such as Technical Support and Sales to resolve issues and improve the customer experience.