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Retention Specialist I, II, Senior

4 months ago

Birmingham, United States Unavailable Full time
Overview

The Retention Specialist is responsible for churn reduction, churn elimination, and customer retention activities such as bill reviews, credit requests, disconnect requests & root cause analysis/resolution.  This role requires exceptional attention to detail, and the ability to create and drive accountability across the entire LOB for an improved customer experience. 

“Customer Inspired” isn’t our slogan — it’s our driving force, and not everybody is built for it. While we all bring our own strengths and skillsets to the table, there are some traits every C Spire Team Member needs to have:

  • A relentless obsession to be the best in our industry
  • A winner mentality determined to outsmart and outdo competitors
  • A single-minded commitment to unbeatable customer experiences
  • An unapologetic passion for innovation and technology
  • An uncompromising drive toward continuous improvement
  • A steadfast devotion to doing the right thing the right way
  • A deep-seated dedication to accountability and ownership
Responsibilities
  • Retention Specialist I
    • Process and manage all disconnect requests.
    • Review process and qualify all requests for customer billing credits.
    • Engage in complex billing research for customer billing inquiries, credit requests, and disconnects.
    • Understand customer contracts, products, and services to aid in account research.
    • Develop highly effective relationships across all departments.
    • Assist in establishing and documenting each customer's processes, procedures, customizations, and configurations.
    • Calculate credit and fees in accordance with Master Terms and conditions in addition to individual customer contract terms.
    • Provide timely issue/incident status updates, root-cause analysis, and strategies to address.
    • Recognize and resolve systemic issues (problems) to prevent them from repeating.
    • Provide recommendations for product enhancements and implementation of new technologies.
    • Escalate issues as appropriate.
    • Apply fundamental troubleshooting skills to issues before escalating to the appropriate group.
    • Recognize revenue opportunities and facilitate them inside current accounts.
    • Document, track, and support compliance with Service Level Agreements.
    • Ensure ticket data is accurate and regularly updated (e.g., statuses, owners, billing).
    • Ensure customer service level agreements.
    • Regularly meet with the Service Owners, Systems Administration Team, and others to identify immediate and long-term customer needs.
  • Retention Specialist II
    • All responsibilities outlined for Retention Specialist I in addition to the below.
    • Train and mentor team members.
    • Serve as RCA/RCR expert.
    • Research executive approval level credit requests.
    • Prepare executive level readouts.
  • Senior Retention Specialist
    • All responsibilities outlined for Retention Specialist I and II in addition to the below.
    • Serve as escalation point for complex issues.
    • Present executive level readouts.
    • Manage process improvement projects.
Qualifications
  • Retention Specialist I
    • REQUIRED
      • At least one year of experience relating to customer account management, billing, and/or retention. 
      • Strong leadership, communication, and customer service skills required.
    • PREFERRED
      • Bachelor’s Degree in Computer Science, Business Administration, MIS, or related field is preferred.
      • Knowledge of enterprise support tools and ticketing/documentation systems preferred.
  • Retention Specialist II
    • REQUIRED
      • At least two years of experience in progressively responsible roles relating to customer account management, billing and/or retention. 
      • Strong leadership, communication, and customer service skills required.
    • PREFERRED
      • Bachelor’s Degree in Computer Science, Business Administration, MIS, or related field is preferred.
      • Knowledge of enterprise support tools and ticketing/documentation systems preferred.
  • Senior Retention Specialist 
    • REQUIRED
      • Must have a minimum of 4 years of experience in progressively responsible roles relating to customer account management, billing and/or retention. 
      • Strong leadership, communication, and customer service skills required.
      • Knowledge of enterprise support tools and ticketing/documentation systems required.
    • PREFERRED
      • Bachelor’s Degree in Computer Science, Business Administration, MIS, or related field is strongly preferred.
      • High-level process knowledge and technical skills relating to virtualization, networking, and IT Service management strongly preferred.

PHYSICAL REQUIREMENTS:

Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen.

Note: This is a brief description of the Retention Specialist’s responsibilities and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment. Rev. 06/2024