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Manager, Customer Retention Strategies

2 months ago

Topeka, Kansas, United States Kansas Action for Children Full time
Position Overview
At Kansas Action for Children, we are seeking a dedicated individual to oversee our customer retention team. This role is crucial in ensuring that we maintain our existing clientele while also promoting our core services, including video, data, and voice solutions.

Key Responsibilities
As a Manager of Customer Retention Strategies, you will:
  • Lead and mentor retention agents to enhance customer satisfaction and professionalism throughout all interactions.
  • Achieve and surpass retention activity targets by equipping agents with effective communication techniques.
  • Monitor calls and provide data-driven feedback to enhance customer experience and retention rates.
  • Ensure agents are well-versed in company policies regarding customer retention, including promotional extensions and service-related issues.
  • Educate the team on compensation structures to drive performance and improve retention outcomes.
  • Analyze performance metrics and offer actionable insights to boost agent effectiveness.
  • Stay informed about competitors’ offerings to empower agents in providing comparative insights to customers.
  • Handle complex customer interactions that require resolution and support.

Qualifications
To be successful in this role, candidates should possess:
  • Strong communication skills in English, both written and verbal.
  • In-depth knowledge of cable communication products and services.
  • Flexibility to work varied hours, including weekends and holidays.
  • A minimum of an Associate's degree in marketing, sales, or a related field, or equivalent experience.
  • 3-5 years of experience in call center environments focused on customer service or sales.

At Kansas Action for Children, we value our employees and are committed to providing a comprehensive benefits package that supports their well-being and career growth. Join us in making a difference in the lives of children and families across the community.