Retention Specialist

The Client Retention Specialist will be responsible for re-engaging and winning back customers who have expressed interest in our fiber internet services but have not yet completed the installation process. This role will focus on identifying customers who may have lost interest or forgotten about their purchase and implementing strategies to reignite that interest and finalize their installations. The specialist will work closely with sales, marketing, and operations to ensure a seamless process for the customer from initial contact to service installation.

Responsibilities:

• Customer Re-engagement: Reach out to customers who have shown initial interest or placed an order but did not proceed with the installation process. Ensure they understand the value of our service and assist in overcoming any obstacles they may have encountered.
  • Ability to listen and understand client concerns and address them effectively
  • Clear, persuasive communication to rebuild trust and highlight the benefits of Vero
• Sales Recovery: Work with potential cancellation risks within the install funnel and work to convert these into completed installations.
• Cross-functional Collaboration: Work with sales, marketing, and operations teams to coordinate customer outreach, ensure seamless scheduling of installations, and address any technical or logistical challenges that arise.
• Customer Feedback: Collect and report on customer feedback to help improve the company's installation process and customer experience.
• Documentation & CRM: Maintain detailed records of customer interactions, follow-ups, and progress using CRM software to ensure accurate tracking and reporting.

• 2 years Client Retention or Sales experience.
• Remaining positive and motivated even when faced with challenging situations
• Diligent in following up with unresponsive clients or clients looking to cancel
• Strong communication skills and the ability to connect with people.
• A valid driver's license, car insurance, a clean driving record, and a reliable vehicle.
• Enthusiastic, engaging, and ready to help others succeed.

• Be part of a fast-growing company with a supportive and fun team culture.
• Excellent training and growth opportunities - no college degree required
• Competitive salary and benefits, including performance bonuses.

• Spends approximately 90% of the time in an outside environment for extended periods in any season, with potential exposure to inclement weather.
• Ability to stand or walk for extended periods of time
• Ability to carry and transport sales materials
• Minimal time in an office environment.
• Full-time position
• Work location: Weld and Morgan County, Colorado
• Salary DOE: $60k + bonus for client retention