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Customer Care Specialist

2 months ago

Kennesaw, United States Reliable Heating & Air Full time
Job DescriptionJob Description

Summary

The Customer Retention Specialist is responsible for following up with customer for retention and customer escalations. Work with management to help identify opportunities in the business that drive reduction in attrition and customer escalations. Including developing and revising current training processes, training content development, and coaching. Work collaboratively to help us build a culture that encourages and develops the business with a laser like focus on retention.

Backs up Customer Care Specialist (Resolution).

Essential Functions

  • Respond to cancellation requests received via phone or written correspondence (e.g., fax, e-mail, letter).
  • Address customer requests to cancel service and seek to resolve customer dissatisfaction.
  • Investigates, researches, and adapts solutions where possible to meet the customer's needs and retain the customer.
  • Educate customers on the value of our services.
  • Communicates and reinforces the value and benefits of products and services to customers who call to cancel services.
  • Negotiating with customers to retain business.
  • Quote and process customer buy outs in an accurate and timely manner. Process buyout checks and UCC communications with accounting.
  • Must be able to calculate buyouts correctly with zero errors.
  • Must have a passion for building customer loyalty by having consultative conversations.
  • Meeting with the Call Center Team Leads and Manager to propose customer retention solutions.
  • Maintains an acceptable customer retention percent rate while following policy and procedural guidelines.
  • Provide additional flex capacity for call center when retention customers have all been addressed.
  • Handle billing inquiries appropriately and create credit memos as needed.
  • Assist with other administrative tasks as needed
  • Process subordination agreements.
  • Assist with all call center operations and accept live transfers from call center personnel.
  • Assist in all other customer care functions.
  • Other duties as assigned.
  • Backs up Customer Care Specialist (Resolution)

Qualifications

  • High School Diploma or GED required
  • 1 year in Reliable call center or experience in a related position
  • Excellent communicator (written, verbal and social media)
  • A can-do attitude with a high degree of integrity, sense of urgency and attention to detail
  • Strong computer and analytical skills including MS Office.
  • Demonstrated ability to improve quality and performance.
  • Ability to multi-task in a fast-paced environment
  • Strong conflict resolution skills.
  • Ability to remain calm and professional in stressful situations.
  • Advanced communication and interpersonal skills.
  • Empathy and patience.
  • Advanced organizational skills.