Customer Relations and Retention Specialist
5 days ago
Overview
Russell Tobin + Associates is currently seeking a Customer Relations and Retention Specialist to join their team.
This is a 6+ months contract with potential for extension or conversion for successful contractors. The ideal candidate will be responsible for ensuring high levels of customer retention and satisfaction, as well as proactively engaging with customers to understand and address their needs.
Key Responsibilities:
- The Digital Retention Specialist at SketchUp is responsible for identifying blockers to renewal and implementing strategies to improve customer loyalty.
- The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to analyze data to drive retention efforts.
- Making outbound messages or calls to understand and address reasons for potential discontinuation of services.
- Taking ownership of customer issues, ensuring minimal escalation and high satisfaction.
- Resolving customer needs independently and effectively.
- Communicating with customers, internal teams, and senior management to deliver exceptional service.
- Directly negotiating with customers to overcome adoption barriers and develop plans to resolve pain points.
- Maintaining detailed records of customer interactions and activities in Salesforce.
- Analyzing data to identify trends and opportunities for improving retention and reducing churn.
- Working closely with the Sales and Support Teams to handle escalations and enhance the customer experience.
- Identifying, creating, and delivering content to support customer adoption and engagement needs.
Requirements:
- A strong customer-centric and growth mindset.
- Spanish speaker preferred.
- Experience in customer service and retention.
- Excellent active listening and empathy to understand customer perspectives.
- Strong analytical skills and a solution-oriented approach.
- Skilled in effective negotiation techniques, including identifying customer pain points, proposing solutions, and achieving favorable outcomes to build strong customer relationships.
Benefits and Perks:
- Comprehensive healthcare coverage (medical, dental, and vision plans).
- Supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity).
- A 401(k)-retirement savings plan.
- Life & disability insurance.
- An employee assistance program.
- Identity theft protection.
- Legal support.
- Pet insurance.
Compensation:
We offer a competitive salary range of $24-26 per hour on a W2 basis, depending on experience.
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