Customer Retention Specialist - Tier 1

September 7

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Retention Express LLC

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We help membership based operators improve net retention rev. while managing the back door of churn through superior CX

Call Center • Customer Success • Retention • Membership Businesses • SMB

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Description

• As a Tier 1 Customer Retention Specialist specializing in Customer Retention, Billing, and Refunds in the car wash industry, you will be responsible for preserving and enhancing customer relationships. • Your primary duties will include resolving complex billing inquiries, handling customer retention efforts, and facilitating refunds when necessary. • You play a pivotal role in ensuring customer satisfaction and loyalty. • We utilize a full tech stack of tools and programs, and you must be able to demonstrate your ability of prior use of tech platforms. • Respond to all customer support inquiries timely and accurately through our ticketing system platform. • Upholds our customer care standards by understanding, meeting, and exceeding specific KPIs including response times, resolution times, after call work, attention to detail, retention save metrics and more. • Brings their A game to every customer interaction across all channels including phone, texting, email, social media messenger and chat – live and passive. • Ability to prioritize work effectively including successfully multitasking customer issues. • Comfortable using a wide variety of tech platforms and quickly becomes a PRO in them. • Prior experience in but not limited to POSs (Point of Sale software), Zendesk! or Fresh Desk, Slack, CRMs, TalkDesk, Zapier, NiceIn Contact, Google Suite, Ring Central and other CCaaS platforms. • Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate. • Takes ownership and provides professional communication with our client’s customers at every touch point across all touchpoints. • Excellent written and oral skills and communicate details clearly across all touch points with the customer over all channels. • Accurate representation of the client, their product set and culture with each customer interactions with us.

Requirements

• College degree preferred. • Proven experience in customer service, with a strong track record of handling complex billing and refund issues and customer retention efforts. • Excellent communication skills, both verbal and written, with the ability to negotiate and communicate effectively with customers. • Communicate in English fluently, Spanish is a plus. • Proficiency in customer support software, billing systems, and refund processing. • Strong problem-solving abilities, focusing on finding creative solutions to billing disputes and retaining customers. • Motivated by success and taking pride in driving value back to our clients in reducing voluntary and in-voluntary churn to help them grow their business. • Ability to work independently and as part of a team. • Reliable, accountable, and own up to mistakes. • Flexibility to work shifts, including evenings, weekends, and holidays as needed. • Remote work requires a newer Windows-based PC/laptop, strong high-speed internet that is validated, and minimal interruptions throughout shift that does not impact performance.