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Customer Loyalty Specialist

2 months ago

Louisville, Kentucky, United States BCforward Full time
Customer Loyalty Specialist - Hybrid

Company Overview:
BCforward is a leading firm dedicated to enhancing business strategies and technology solutions. We are currently seeking a highly skilled Customer Loyalty Specialist for a hybrid opportunity.

Position Overview:
The Customer Loyalty Specialist plays a pivotal role in fostering customer retention and satisfaction. This position involves engaging with clients to comprehend their needs, addressing potential barriers to service renewal, and implementing effective strategies to bolster customer loyalty.

Key Responsibilities:
  • Client Engagement: Initiate proactive outreach to understand and mitigate reasons for potential service discontinuation.
  • Problem Resolution: Take charge of customer concerns, ensuring swift resolution and high satisfaction levels.
  • Independent Decision-Making: Address customer needs effectively and autonomously.
  • Service Excellence: Collaborate with customers, internal teams, and management to deliver outstanding service.
  • Negotiation Skills: Engage with clients to navigate challenges and formulate solutions that enhance their experience.
  • Documentation: Maintain comprehensive records of customer interactions and activities.
  • Data Analysis: Utilize data to identify trends and opportunities for improving retention rates.
  • Team Collaboration: Work closely with Sales and Support Teams to manage escalations and improve the overall customer experience.
  • Content Development: Create and deliver resources to support customer engagement and adoption.
  • System Proficiency: Demonstrate the ability to learn and navigate various business systems efficiently.

Qualifications:
  • Education: Associate degree or equivalent experience.
  • Experience: Minimum of 5 years in customer service and retention roles.
  • Salesforce Proficiency: Experience with Salesforce for managing customer interactions.
  • Customer Focus: Strong commitment to customer satisfaction and growth.
  • Retention Expertise: Proven track record in customer retention strategies.
  • Listening Skills: Excellent active listening abilities to understand customer needs.
  • Analytical Skills: Strong problem-solving capabilities with a focus on solutions.
  • Negotiation Skills: Proficient in negotiation techniques to build strong customer relationships.
  • Time Management: Ability to prioritize tasks effectively in a dynamic environment.
  • Communication Skills: Exceptional written and verbal communication abilities.
  • Interpersonal Skills: Strong collaboration skills with diverse stakeholders.
  • Professionalism: Ability to handle sensitive information with integrity.

Benefits:
BCforward offers a comprehensive benefits package, including major medical, dental, vision, life insurance, and 401k options.

About BCforward:
Founded in 1998, BCforward is committed to providing innovative solutions that support organizations globally. Our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability guide our mission to help clients achieve their strategic goals.