Retention Specialist

Job Type: Full-Time, M-F

Location: American Fork, Utah (onsite)

Compensation: $18/hour + commissions

Position Summary:

The primary function for the Fluent Retention Specialist is to reduce client attrition by managing high-risk projects. This position is entrusted with designated tools and strategies to use for the saving of accounts and the prevention of cancellations. Along with saving current customers, you will also be responsible for upgrading/resigning current customers. This position requires a strong sense of timing, discretion, flexibility, and an exceptional ability to address customer issues in real-time.

About Fluent Solar:

At Fluent Solar, we are a residential solar provider selling primarily in Alberta Canada. In today's competitive solar market, we are committed to providing the highest quality with unmatched customer service. Our vision: to provide the very best for our customers while maintaining an incredible culture and experience for our employees

Qualifications:

• 1 year or more of previous Customer Service or Retention experience
• Previous sales experience preferred
• Project Management experience a plus
• Excellent verbal and written communication skills
• Ability to diffuse and deescalate difficult customers
• Proficient with a computer including (but not limited to) the Microsoft Office suite including Outlook, Word, and Excel
• Must be able to multi-task
• Must be extremely organized and detail oriented

Day in the life:

• Resolve escalated customer issues and save accounts of customers who have communicated a desire to cancel their Fluent Solar services.
• Management of calls in the "cancel" queue via inbound/outbound call handling.
• Acquire and maintain a comprehensive knowledge of the company's policies, procedures, and guidelines.
• Thorough and effective documentation of all steps taken or attempted to be taken to resolve a customer's issues.
• Renew current customers' contracts.
• Learn about products and upsell current customers.
• Other duties as assigned.

Benefits:

• Health insurance
• Flexible schedule
• Fun and uplifting work environment
• Paid time off
• Company gear

Apply today to join our team and take the next step in your career

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