Business Retention Specialist

4 weeks ago

Kansas City, United States Full Potential Solutions Full time

Company Description


Full Potential Solutions (FPS) is a performance-based outsourcing firm that prioritizes culture and employees to drive great results. FPS develops multichannel solutions to enhance customer lifetime value and reduce acquisition costs for large brands. We focus on sales/customer acquisition, lead generation, customer care, up-selling, retention, and tech support using voice, email, chat, direct mail, and analytics. Our team values integrity, excellence, accountability, and grace, fostering a culture of collaboration, innovation, and growth.


Role Description

This is a full-time remote role as a Business Retention Specialist at Full Potential Solutions. You are required to attend the training ONSITE. This person will be responsible for ensuring customer satisfaction, implementing strategies for customer retention, analyzing data to drive retention efforts, and maintaining strong interpersonal communication with clients.


Key Responsibilities

  • Customer Retention: Proactively engage with customers at risk of canceling to identify and resolve issues, preventing churn.
  • Value-Added Services (VAS) Promotion: Promote VAS products to SMB customers, especially those needing order edits.
  • Customer Satisfaction: Ensure customers are satisfied with products and services, addressing concerns and proactively seeking opportunities for improvement.
  • Outbound Calls: Conduct outbound calls to check on customer satisfaction and identify upselling/cross-selling opportunities.
  • Issue Resolution: Effectively address customer concerns and resolve issues on time.
  • Record Keeping: Maintain accurate records of customer interactions.
  • Interdepartmental Collaboration: Work with other departments to meet customer needs.
  • Policy Adherence: Stay updated on company policies and procedures.


Required Skills and Qualifications

  • Customer Service Experience: At least 1-2 years in customer service, retention, or sales, preferably in a call center.
  • Communication Skills: Excellent verbal and written communication skills.
  • Problem-Solving: Ability to identify and resolve customer issues effectively.
  • Adaptability: Flexibility to handle varied call types and adjust performance as needed.
  • Multitasking: Proven ability to manage multiple tasks and prioritize effectively.
  • Detail-Oriented: Strong attention to detail.
  • Sales Skills: Ability to meet or exceed sales targets.
  • Technical Skills: Familiarity with CRM software and sales tools is preferred.
  • Availability: Flexible work hours, including days, evenings, nights, weekends, and holidays. Overtime may be required.


Overall, the Business Retention Specialist role is crucial for maintaining customer relationships, preventing churn, and driving revenue through upselling and cross-selling.

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