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Retention Specialist

2 months ago

Nashville, United States Urbanex Pest Control Full time
Retention Specialist

Job Description

Overview

Retention Specialists are responsible for taking phone calls and responding to emails from customers who indicate their desire to cancel their account. Specialists must work to create a solution that meets the customers' needs and aligns with company goals. Retention Specialists must be empathetic, think strategically, and have a strong desire to solve customer problems. It is essential to work effectively as part of a team in collaboration with customer service, sales, and operations. Retention Specialists must understand why the customer is requesting to cancel their account and provide solutions, value statements, product offers, or upgraded services that would solve the customer's problem, and thus result in the customer maintaining their service. Each Retention Specialist is an expert in conflict management and helps to de-escalate customer issues and works to identify solutions.

Responsibilities
  • Take incoming calls and respond to emails for cancellations.
  • Ask probing questions to understand the customer's needs.
  • Offer retention options to the customer within company parameters to prevent attrition
  • Provide thorough notes on cancellation reasons, retention strategy, and any other services or actions mutually agreed upon.
  • Handle complex and high-level escalated inquiries from customers.
  • Educate customers and set proper expectations.
  • Communicate and coordinate with internal departments to resolve issues.
  • Follow up with customers to ensure the highest level of customer satisfaction.
  • Exercise patience and understanding when a customer is frustrated.
  • Demonstrate extraordinary interpersonal skills with the ability to quickly establish rapport with the customer.
  • Create a positive customer experience by taking responsibility for finding a resolution for the customer and seeing it through from start to finish.
  • Utilize software to update customer accounts, schedule services, and make changes as necessary with an attention to detail.
  • Maintain a high focus on achieving the targets established by management.
  • Other duties as assigned.
Qualifications:
  • High school diploma or equivalent.
  • Minimum of 3 years' experience in a customer facing position, preferably in a sales or retention role.
  • Previous experience with PestRoutes preferred

Candidates must be willing to complete a background check for this position