Customer Retention Coordinator

1 week ago

Westminster, Colorado, United States CampusPoint Full time

CampusPoint is a leading provider in the industrial technology sector, dedicated to enhancing operational efficiency worldwide. Our innovative solutions empower individuals and organizations to execute tasks with precision, facilitating the construction and development of thriving communities.

The Digital Loyalty Specialist plays a crucial role in maintaining high levels of customer retention and satisfaction. This position requires proactive engagement with clients to comprehend and resolve their concerns, identifying obstacles to service renewal, and executing strategies to bolster customer loyalty. The ideal candidate will exhibit exceptional communication abilities, a customer-focused approach, and the analytical skills necessary to drive retention initiatives.

Compensation: $24.50/hr

Availability: Monday - Friday, 8am - 5pm. This is a contract position with a duration of 5 months.

Key Responsibilities:

  • Conduct outreach through messages or calls to ascertain and address reasons for potential service discontinuation.
  • Issue Management: Take charge of customer concerns, ensuring minimal escalation and high satisfaction levels.
  • Autonomous Decision-Making: Effectively resolve customer needs independently.
  • Excellence in Customer Service: Engage with customers, internal teams, and senior management to provide outstanding service.
  • Negotiation Skills: Directly negotiate with clients to overcome barriers to adoption and formulate plans to address pain points.
  • Record Keeping: Maintain comprehensive documentation of customer interactions and activities within Salesforce.
  • Data Insights: Analyze data to uncover trends and opportunities for enhancing retention and minimizing churn.
  • Team Collaboration: Collaborate closely with Sales and Support Teams to manage escalations and improve the customer experience.
  • Content Creation: Identify, develop, and deliver content that supports customer engagement and adoption needs.
  • System Proficiency: Demonstrated ability to quickly learn and navigate various business systems to ensure efficient task completion and operational effectiveness.

Qualifications:

  • Bilingual English/Spanish skills are a plus.
  • Customer Orientation: Strong customer-centric and growth mindset.
  • Retention Experience: Background in customer service and retention strategies.
  • Active Listening: Excellent listening skills and empathy to understand customer viewpoints.
  • Analytical Problem-Solving: Strong analytical capabilities and a solution-focused mindset.
  • Negotiation Expertise: Proficient in negotiation techniques, including identifying customer pain points and proposing effective solutions.
  • Time Management: Ability to prioritize tasks and manage time efficiently in a dynamic environment.
  • Communication Skills: Exceptional writing and verbal communication skills, with the ability to articulate thoughts clearly.
  • Interpersonal Skills: Strong capability to collaborate with stakeholders and customers across various skill levels.
  • Integrity and Professionalism: Proven ability to handle sensitive information with discretion and maintain a professional demeanor.

CampusPoint is an Equal Opportunity Employer. All employment decisions will be based on merit, competence, performance, and business needs, without discrimination based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

If you require assistance or accommodations due to a disability, please reach out to us for support.

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