Retention Specialist - Remote

Overview

As a Retention Specialist at Constant Contact, you will play a crucial role in assisting with the retention of customers, utilizing your exceptional customer support and negotiation skills to demonstrate the value of our products and enhance customer satisfaction.

In Short

• Respond to retention inquiries via phone and email.
• Handle cancellation and downgrade calls from existing customers.
• Identify reasons for cancellations and work to overcome objections.
• Implement retention strategies to improve customer success and reduce churn.
• Tailor conversations to customer industries and marketing needs.
• Utilize save offers to retain customers.
• Build relationships with customers and coworkers through effective communication.
• Engage in special projects and tests as needed.

Requirements

• Must not be on attendance or performance plans.
• Excellent organizational and time management skills.
• Ability to multitask with attention to detail.
• Strong math and problem-solving skills.
• Superior verbal and written communication skills.
• Ability to work cross-functionally with other departments.
• Strong customer service skills with empathy for customer experiences.
• Must have been in the current role for at least 90 days.

Benefits

• Diverse and inclusive culture.
• Opportunities for career growth and professional development.
• Generous paid time off policy.
• Competitive benefits package for health and well-being.