Retention Specialist - Remote

Overview

The Retention Specialist is responsible for retaining customers and revenue. Will respond to customer inquiries through email or phone ensuring that the challenges are resolved. The ability to demonstrate steps necessary to address, fulfill or complete the challenges a customer is experiencing. Agents should be able to express best practices and company philosophy regarding trusted methods and make suggestions about operations. Agents should always act with professionalism, keeping customer satisfaction a priority.

In Short

• Responding to cancellation requests by phone and email.
• Being available for incoming phone calls and transfers. This role requires a great deal of time on the phone.
• Working with other teams to help customers resolve issues.
• Troubleshooting with customers.
• Marking customers Cancelled or Saved in our system so they are billed correctly. Must be organized.
• Requesting credits/refunds when appropriate.
• Renewing contracts when possible.
• Knowledge of how car dealerships operate is necessary.
• Reaching out to customer who have left negative reviews to try to retain their business and to change that to a positive review.

Requirements

• 2+ years’ experience in the following areas
• Excellent Customer Service Skills
• Excellent Phone Etiquette
• Excellent Listening Skills
• Written Communications
• Organizational Skills
• Sales Experience (not required)
• General Computer Troubleshooting
• Remote Support (GoToMeeting, GoToAssist)
• Best Practices Consulting
• CRM Ticketing System
• Search Engine Optimization
• Google Analytics
• Internet Consulting
• Internet Browser Support and Settings
• Windows Operating System

Benefits

• Equal employment opportunities (EEO) to all employees and applicants for employment.
• Professional growth and development opportunities.
• Supportive work environment.