Customer Retention Specialist
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Job Description
Customer Loyalty Specialist retaining subscribers for Consumer Cellular, a wireless provider for Americans 50+. Building trust, resolving concerns, and recommending personalized wireless solutions.
Responsibilities:
- Build genuine rapport with customers through positive, engaging conversations rooted in empathy and trust
- Practice active listening to understand customers' unique needs, concerns, and goals
- Identify the root cause behind customers' desire to cancel service
- Recommend personalized retention solutions balancing customer needs with sound business decisions
- Educate customers on products, services, and solutions suited to their needs
- Overcome objections by demonstrating the value of remaining a Consumer Cellular customer
- Achieve retention and sales performance goals
- Increase customer lifetime value through exceptional service and thoughtful recommendations
- Resolve customer concerns on the first contact and minimize repeat contacts and escalations
- Maintain expert knowledge of products, services, systems, promotions, and wireless industry trends
- Meet performance expectations for save ratio, average call waiting, first call resolution, customer satisfaction, quality assurance, schedule adherence, and attendance
- Accurately document customer interactions
- Protect customer information by complying with CPNI, PCI, and company privacy standards
Requirements:
- Minimum of one (1) year of experience in customer retention, sales, or consultative customer service with demonstrated success meeting or exceeding performance goals
- Proficiency with Microsoft Office and ability to quickly learn new technologies
- Empathy, patience, authenticity, and ability to quickly build trust
- Strong verbal and written communication skills
- Active listening and ability to ask thoughtful questions to uncover customer needs
- Ability to explain solutions clearly and confidently
- Critical thinking and creative problem-solving skills
- Demonstrated ability to influence customer decisions through education, trust, and value, not pressure
- Ability to thrive in a fast-paced environment
- Comfortable using multiple computer systems simultaneously
- Pre-employment background check and drug screen required
- Must reside within 50 miles of one of Consumer Cellular's call centers
Benefits:
- Competitive base pay with potential for shift differential, overtime, and bonus pay
- Medical insurance (98% company-paid for full-time employee only coverage)
- Dental and Vision insurance (100% company-paid for full-time employee only coverage)
- 401(k) company match of 100% up to 6% of your pay
- Discounted Consumer Cellular wireless phone plan for employees
- Paid Time Off (PTO) available following a 30-day waiting period
- 6 company-paid holidays plus 16 hours of floating holiday accrual per year
- Flexible Spending Accounts (FSA) for health care and dependent care expenses
- Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
- Long-Term Disability insurance (100% company-paid)
- Employee Assistance Program (100% company-paid)
- Education reimbursement
- Employee rewards program
- Paid full-time training
- Career growth and self-promotion opportunities
- Flexible schedule
- Opportunity to earn shift differentials for evening and weekend hours worked
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