Customer Retention Specialist Leader

2 weeks ago

Provo, United States Perez Family Insurance Full time
Job DescriptionJob DescriptionSalary: 17 + Retention Bonus

Bilingual customer service representative (english & spanish)

Are you a bilingual customer service professional with a passion for helping others? Do you excel in providing exceptional service and finding solutions that ensure customer satisfaction? If so, we have the perfect opportunity for you. We are seeking a motivated and experienced customer retention leader specialist to join our team.

 

Importance of customer retention leadership: As the customer retention specialist and leader, you will play a critical role in ensuring the long-term success and growth of our business. Retaining customers is not only about preserving revenue but also about building trust, loyalty, and a positive brand reputation. Your leadership will empower the team to provide consistent, outstanding service, resulting in higher customer retention rates, increased customer lifetime value, and positive word-of-mouth referrals. By fostering a culture of customer-centricity and continuous improvement, you will contribute significantly to the company's bottom line and reputation.

 

Responsibilities

  • Manage and lead a team of bilingual (English and Spanish) customer service representatives
  • Handle a high volume of incoming calls
  • Assess customers' needs and provide tailored solutions
  • Build strong and lasting relationships with customer accounts through effective communication
  • Provide accurate, complete, and valid information using the appropriate tools and methods
  • Address customer complaints promptly, offering suitable solutions and alternatives while ensuring timely resolution
  • Maintain comprehensive records of customer interactions, process customer accounts, and file necessary documents
  • Adhere to communication procedures, guidelines, and company policies
  • Go the extra mile to engage and retain customers

Skills

  • Proven experience in customer support or as a client service representative, with a strong focus on customer retention.
  • Demonstrated ability to meet and exceed retention goals and quotas.
  • Strong proficiency in phone contact handling and active listening.
  • Familiarity with CRM systems and best practices.
  • Customer-centric orientation with the ability to adapt and respond effectively to various customer personalities.
  • Excellent communication and presentation skills.
  • Exceptional multitasking abilities, prioritization skills, and effective time management.

Minimum qualifications:

  • High School Diploma or Ged
  • Bilingual: English and Spanish

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