Customer Relations Specialist

1 month ago

Westminster, United States Russell Tobin Full time

Russell Tobin + Associates is currently seeking a Customer Relations Specialist. This is a 6+ months contract with potential for extension/conversion for successful contractors


Position: Customer Relations Specialist

Location: Westminster, CO 80021 (Hybrid)

Contract: 6+ months with possible extension

Pay Range: $24-26/hr on w2 depending on experience

Responsibilities:

  • The Digital Retention Specialist at SketchUp is responsible for ensuring high levels of customer retention and satisfaction.
  • This role involves proactively engaging with customers to understand and address their needs, identifying blockers to renewal, and implementing strategies to improve customer loyalty.
  • The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to analyze data to drive retention efforts.
  • Make outbound messages or calls to understand and address reasons for potential discontinuation of services.
  • Take ownership of customer issues, ensuring minimal escalation and high satisfaction.
  • Resolve customer needs independently and effectively.
  • Communicate with customers, internal teams, and senior management to deliver exceptional service.
  • Directly negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.
  • Maintain detailed records of customer interactions and activities in Salesforce.
  • Analyze data to identify trends and opportunities for improving retention and reducing churn.
  • Work closely with the Sales and Support Teams to handle escalations and enhance the customer experience.
  • Identify, create, and deliver content to support customer adoption and engagement needs.
  • Demonstrated ability to rapidly learn and efficiently navigate multiple business systems, ensuring seamless task completion and operational effectiveness.


Required Skills:

  • Customer Focus: Strong customer-centric and growth mindset.
  • Spanish speaker preferred.
  • Retention Expertise: Experience in customer service and retention.
  • Excellent active listening and empathy to understand customer perspectives.
  • Strong analytical skills and a solution-oriented approach.
  • Skilled in effective negotiation techniques, including identifying customer pain points, proposing solutions, and achieving favorable outcomes to build strong customer relationships.


Education:

  • Associate’s degree or equivalent.
  • 5+ years of practical experience in customer service and retention.
  • Salesforce: Proficiency in using Salesforce for documenting and managing customer interactions.


Russell Tobin / Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

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