Customer Retention Specialist
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Job Description
Customer retention specialist reducing churn for Truvista telecommunications. Managing proactive outreach, disconnect saves, customer issue resolution, and former-customer win-back sales.
Responsibilities:
- Achieve assigned customer satisfaction, customer retention, and former customer win-back sales objectives
- Contact new and existing customers after service installations, trouble ticket resolutions, repeat technician visits, and customer call requests from Net Promoter Score surveys
- Escalate customer installation and service issues and maintain customer contact through resolution
- Partner with Sales, Marketing, Field Operations, Network Operations, and Finance departments
- Handle customer disconnect requests and perform customer “save” attempts
- Contact former customers to present win-back offers and close sales
- Develop and maintain knowledge of Truvista value propositions, product offerings, competitors, and their sales and marketing strategies
- Develop trusted customer relationships using a consultative, solutions-based approach
- Customize and present value propositions and solutions to existing and former customers
- Maintain a list of referenceable customers to support former-customer win-back sales
- Act as the voice of the customer and communicate customer needs to Truvista leadership
- Update and maintain accurate customer contact information and records in the Truvista sales system
- Promote Truvista’s reputation and brand image in its service areas
- Complete additional duties and projects assigned by management
- Maintain consistent and on-time attendance
Requirements:
- High school diploma, GED or equivalent combination of education and experience
- One year of related training and experience
- Industry experience is preferred
- Solid operating knowledge and ability in Microsoft Word, Excel, PowerPoint, and Outlook
- Ability to achieve customer satisfaction, customer retention, and former customer win-back sales objectives
- Ability to handle customer disconnect requests and perform customer “save” attempts
- Ability to develop and maintain an in-depth understanding of Truvista value propositions and product offerings
- Ability to maintain a strong working knowledge of market competitors and their sales and marketing strategies
- Ability to develop trusted customer relationships using a consultative, solutions-based approach
- Ability to compose professional business correspondence
- Ability to read, analyze, interpret, develop, and negotiate contracts
- Effective customer service, organizational, planning, and problem-solving abilities
- One-year related training and experience
- Two-year or four-year degree is a plus
Benefits:
- Work from home
- Full-time employment
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