Job Description

Overview: As an Inbound Retention Associate, you will play a crucial role in ensuring customer satisfaction and loyalty through effective communication and problem-solving skills. Your primary responsibility will be to engage with customers who are at risk of leaving our services, understand their concerns, and provide solutions that align with their needs. This role requires empathy, resilience, and a proactive approach to customer retention.

Starting at $17.50 plus bonuses!

Sign-on bonuses are available for candidates with the right experience.

Key Responsibilities:

• Customer Engagement: Answer inbound phone calls from customers who are considering canceling or are dissatisfied with our services.
• Problem Resolution: Listen actively to customer concerns, empathize with their situation, and work towards mutually beneficial solutions.
• Retention Strategies: Implement retention strategies and offers to incentivize customers to stay, based on their needs and feedback.
• Relationship Building: Build strong relationships with customers to foster loyalty and trust in our brand.
• Documentation and Reporting: Maintain accurate records of customer interactions, feedback, and resolutions. Provide regular reports on retention metrics to management.
• Collaboration: Work closely with other departments such as sales and product development to address underlying issues contributing to customer dissatisfaction.
• Continuous Improvement: Identify opportunities for process improvements based on customer feedback and market trends.

Skills and Qualifications:

• Proven experience in customer retention or a related role.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and a solution-oriented mindset.
• Empathetic and patient approach to handling customer concerns.
• Ability to work independently and as part of a team.
• Proficiency in CRM software and other customer portals and tools is a plus.
• High school diploma or equivalent; additional education or certification in customer service is advantageous.

Benefits:

• Competitive salary and benefits package.
• Opportunities for career growth and development.
• Positive and inclusive work environment.

How to Apply: If you are passionate about customer retention and thrive in a dynamic environment where your efforts directly impact customer satisfaction and business success, we encourage you to apply.

We are an Equal Opportunity Employer.

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