Customer Loyalty Retention Specialist
2 days ago
Essential Duties and Responsibilities
- Be the first point of contact for customers wanting to cancel services.
- Engage with customers to identify cancellation reasons and offer tailored solutions.
- Communicate the value of services to reinforce customer commitment.
- Use negotiation and de-escalation techniques to maintain customer relationships and reduce churn.
- Track retention metrics, including save rates and customer feedback.
- Keep detailed records of all interactions in CRM systems.
- Collaborate with internal departments to resolve customer issues efficiently.
- Follow up with customers to ensure satisfaction post-resolution.
- Demonstrate thorough knowledge of service offerings and pricing to advise customers confidently.
- Handle all interactions with empathy and professionalism.
- Meet or exceed monthly retention KPIs, such as customer saves and call quality.
- Participate in ongoing training to stay updated on company services and policies.
- Utilize Microsoft Teams, Outlook, and other relevant tools.
- Perform additional duties as assigned.
- Connect with customers proactively through phone and email.
- Build strong relationships by understanding their needs and preferences.
- Address customer inquiries and concerns with professionalism and urgency.
- Work with internal teams to resolve issues efficiently.
- Identify opportunities to recommend additional services or products.
- Educate customers on the benefits of enhanced offerings.
- Collect and share customer insights to support service improvements.
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