Retention Specialist
October 19
Description
• 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. • 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
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