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Customer Retention Specialist

2 months ago

Bangor, Maine, United States NetSpeed LLC Full time

Overview:


As a Fiber Upgrade Consultant at NetSpeed LLC, you will be instrumental in enhancing our revenue streams by transitioning current clients from copper to fiber connections, as well as promoting higher speed plans and additional services to our existing fiber clientele.

Your primary responsibility will involve making outbound calls to specific segments of our customer base to effectively upsell services that better meet their internet requirements.


Key Responsibilities:
1. Initiate contact with existing customers through outbound calls to present available upgrade options.
2. Conduct follow-up communications via phone, email, and text messaging.
3. Handle incoming calls from customers responding to your outreach or marketing efforts.
4. Reintroduce the benefits of fiber optic internet service, emphasizing its speed, reliability, and advantages for home use.
5. Leverage promotional offers, discounts, or incentives to encourage service upgrades.
6. Deliver outstanding customer service and support throughout the upgrade journey.

7. Collaborate with various departments, including Customer Support and Sales, to resolve customer issues and improve the overall customer experience.

8. Maintain precise records of customer interactions, including reasons for service cancellations and the results of retention strategies, utilizing our Billing/CRM system.
9. Consistently meet or surpass market penetration goals and performance metrics.
10. Stay informed about industry trends, competitor actions, and market changes to identify opportunities for customer retention and satisfaction enhancement.
11. Participate in special projects as directed by the Inside Sales Manager.

Qualifications:
- Strong empathy and active listening skills, with the ability to sensitively address customer concerns.
- Demonstrated critical thinking and problem-solving abilities in a dynamic environment.
- Results-driven approach with a commitment to achieving retention objectives.
- Familiarity with CRM systems and sales tools is advantageous.

Education and Experience:
- High school diploma or equivalent is required.
- A minimum of 1 year of experience in Sales or Customer Service is preferred.

Compensation:
$18 - $20.43 per hour. Base pay ranges from $18/hour to $20.43/hour, in addition to a target bonus of $21,000 annually.

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