Loyalty Team Representative

Celero Commerce•Fort Worth, TX

About The Position

The Loyalty Team Representative focuses on retaining customers, resolving concerns, and strengthening customer relationships to reduce attrition. The role includes account management, rate reviews, technical support, and retention calls to re-engage customers who have canceled. The representative manages a customer pipeline, tracks interactions in CRM systems, and collaborates with cross-functional teams to deliver 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 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 customer records.
Ability to manage a customer pipeline and ensure timely follow-up 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 by addressing concerns and providing retention solutions.
Troubleshoot and resolve customer technical issues involving products or services.
Review customer pricing concerns and offer solutions or alternatives.
Contact customers who canceled service, 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 requirements.
Document 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 inquiries.
Gather and report customer insights to management to identify trends and service improvement opportunities.
Collaborate with departments including Technical Support and Sales to resolve customer issues and improve the customer experience.