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Retention Specialist

2 months ago

Nashville, United States Professional Driver Agency Full time
A Retention Specialist will make initial contact with their clients primarily through phone calls or in some cases through text or email. The Retention Specialist will contact the client at specific periods with the purpose being to determine how satisfied the client is in their job. The Retention Specialist will escalate any client that they believe is at risk of leaving. As the Retention Specialist is speaking with their client, they will make notes and use our system to collect data that is presented to our Partners. All drivers assigned to the Retention Specialist will be overseen by an Agent. The Retention Specialists compensation is directly tied to their success in handling more clients and in keeping the client employed with the Partner. Additionally, the Retention Specialist may be required to conduct exit interviews using predetermined questions.KEY RESPONSIBILITIESManage a client list of at least 350 individualsTaking good notes to enable productive conversations over the tenure of the driverKeeping your list of clients organized to ensure they are called during the proper intervalsSetting up follow up calls to ensure problems have been addressed by our PartnersDetermine clients that are considered at risk before they turn overConduct Exit InterviewsProper coding of issuesKEY MEASUREMENTSNumber of drivers assigned to youNumber of prospect calls/texts/emails handled/made each weekRetention ratesTurnover ratesClient tenureData collection/accuracyNumber of initial calls made outside 7 day window (expectation is 0)REQUIRED SKILLS/ATTITUDESMust have excellent communication and oratory skillsAbility to manage multiple tasks at onceExcellent organizational skillsAbility to see tasks through to completion by following processes set up by PDAMust be able to speak and understand EnglishBilingual in Spanish not required but preferredMust be able to use a computer and input data accurately and timely into computer systemMust be capable of resolving disputes between Client and PartnerAbility to connect with people by conveying trust and loyaltyMaintain a positive and enthusiastic attitudeKeep client and partner information confidentialBe professional in your speech, dress and work habitsREQUIRED EXPERIENCE/EDUCTIONHigh School Diploma or equivalentAt least one of the following: Experience in the transportation/trucking industry preferredExperience in job placement/recruiting industryOther applicable experience that would apply to the nature of job described

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