Retention Specialist - Remote

Overview

As a member of the Retention team, the Retention Representative is responsible for maintaining Vonage customers via inbound calls and/or correspondence via Salesforce, following all policies and procedures designed for customer retention.

In Short

• Processes orders and fulfills needs of existing customers at risk of canceling services.
• Addresses complaints to increase satisfaction and secure customer saves.
• Provides customer-focused solutions using clear communication.
• Manages and completes projects in a timely manner.
• Meets goals for customer save rate and related metrics.
• Tracks case tickets within a Customer Relations Management System.
• Offers discounts or special deals as needed.
• Works closely with multiple departments to resolve customer issues.
• Identifies reasons for customer dissatisfaction and assists in retention initiatives.
• Communicates customer feedback to management.

Requirements

• Sales or Customer Retention experience required.
• Ability to work independently and in a team environment.
• Excellent verbal and written communication skills.
• Ability to handle stressful situations and deadlines.
• Professional phone and typing skills.
• Ability to maintain productivity in a fast-paced environment.
• High School Diploma or GED; or equivalent combination of education and experience.

Benefits

• Competitive pay and benefits including Medical, Dental & Vision Insurance.
• 401k and PTO.
• Career advancement opportunities.
• Collaborative work environment.
• Additional benefits discussed during the interview process.