Loyalty Team Representative

Celero Commerce • Fort Worth, TX

2d

About The Position

The Loyalty Team Representative works to retain customers, resolve concerns, and strengthen customer relationships to reduce attrition. The role involves managing accounts at risk of cancellation, handling pricing reviews, providing technical support, and contacting former customers to encourage them to return. The representative manages a customer pipeline, tracks interactions in CRM systems, meets call quotas and retention goals, collects customer feedback, and collaborates with other departments to deliver a positive 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 empathetically.
• 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 follow up promptly 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 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 technical issues customers encounter with products or services.
• Review pricing concerns and offer solutions or alternatives to keep customers engaged.
• Contact customers who have cancelled service to 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 requirements.
• Document customer interactions, follow-up actions, resolutions, and action plans accurately in CRM systems.
• Manage the customer pipeline and ensure timely follow-up and handling of inquiries.
• Collect and report customer feedback and insights to management.
• Collaborate with departments such as Technical Support and Sales to resolve customer issues and improve the customer experience.

What This Job Offers

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