Retention Representative

Employment Type

: Full-Time

Industry

: Miscellaneous



Operations Position Overview Responds to escalated customer service issues and cancellation requests. Addresses customer requests to cancel service and seeks to resolve customer dissatisfaction. Investigates, researches, and adapts solutions to retain customers. Communicates and reinforces the value and benefits of products and services. Analyzes customer product and/or service plans to determine potential price concessions. Maintains an acceptable customer retention percent rate while following policy and procedural guidelines. Uses marketing campaigns and offers to retain customers. Job Responsibilities * Responds to escalated customer service issues and cancellation requests received via phone or written correspondence (e.g., fax, e-mail, letter). * Addresses customer requests to cancel service and seeks to resolve customer dissatisfaction. * Investigates, researches, and adapts solutions where possible to meet the customer's needs and retain the customer. * Communicates and reinforces the value and benefits of products and services to customers. * Analyzes customer product and/or service plans to determine potential price concessions. * Maintains an acceptable customer retention percent rate while following policy and procedural guidelines. * Maintains general knowledge and awareness of marketing campaigns and offers for use in retaining customers (e.g., product conversion). * Tracks customer feedback and provides to management. Job Requirements * High school diploma or general education degree (GED) required * 1-3 years of customer service experience and/or training required, or an equivalent combination of education and experience/li> * Customer service and conflict resolution skills * Written and verbal communication skills, including influencing and persuading * Knowledge of and ability to apply contractual terms and concepts * Knowledge of policies and procedures * Computer skills (Microsoft Word, Excel, Outlook) * Attention to detail * Analytical skills * Organizational and time management skills

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