Customer Loyalty Specialist
2 weeks ago
Position: Customer Loyalty Specialist
C4 Technical Services is seeking a dedicated Customer Loyalty Specialist responsible for enhancing customer retention and satisfaction levels.
This position requires proactive engagement with clients to identify their needs, address any potential barriers to service continuation, and implement effective strategies to foster customer loyalty.
The ideal candidate will demonstrate exceptional communication abilities, a strong customer-focused approach, and the analytical skills necessary to drive retention initiatives.
Key Responsibilities:
Client Engagement:
Conduct outreach to understand and mitigate reasons for potential service discontinuation.
Problem Resolution:
Take charge of customer concerns, ensuring prompt resolution and high satisfaction rates.
Autonomous Decision-Making:
Effectively address customer needs independently.
Excellence in Customer Service:
Collaborate with customers, internal teams, and management to provide outstanding service.
Negotiation Skills:
Engage directly with clients to overcome challenges and develop solutions to enhance their experience.
Record Keeping:
Maintain comprehensive documentation of customer interactions and activities in Salesforce.
Data Insights:
Utilize data analysis to uncover trends and opportunities for improving retention and minimizing churn.
Team Collaboration:
Work closely with Sales and Support Teams to manage escalations and improve the overall customer experience.
Content Creation:
Identify and develop content to support customer engagement and adoption initiatives.
System Proficiency:
Exhibit the ability to quickly learn and navigate various business systems for effective task execution.
Qualifications:
Customer Orientation:
Demonstrated customer-centric mindset and growth orientation.
Retention Experience:
Background in customer service and retention strategies.
Active Listening:
Strong listening skills to empathize with customer perspectives.
Analytical Problem-Solving:
Proficient in analyzing issues and proposing effective solutions.
Negotiation Proficiency:
Skilled in negotiation techniques to identify customer pain points and achieve favorable outcomes.
Time Management:
Ability to prioritize tasks and manage time efficiently in a dynamic environment.
Communication Skills:
Exceptional writing and verbal communication abilities.
Interpersonal Skills:
Strong capability to collaborate with diverse stakeholders.
Integrity and Professionalism:
Proven ability to handle sensitive information with discretion.
Education:
Academic Background:
Associate's degree or equivalent experience.
Professional Background:
5 years of relevant experience in customer service and retention roles.
Salesforce Proficiency:
Experience using Salesforce for customer interaction management.
Contract-to-Hire Opportunity:
This role is a contract-to-hire position with the potential for full-time employment based on performance, including eligibility for comprehensive benefits and commission.
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