Bilingual Digital Retention Specialist

Adecco; Westminster (CO); Hybrid; USD 31,000 - 44,000; Full time

Benefits offered by this job

Weekly paycheck

Access to Aspire Academy

Hybrid- Westminster office

Job summary

Adecco is seeking a Digital Retention Specialist in Westminster, CO. This hybrid role focuses on maximizing customer retention and satisfaction by engaging with customers, addressing renewal blockers, and driving loyalty through data-driven strategies.

The ideal candidate has 5+ years of customer service and retention experience, fluency in Spanish, and Salesforce proficiency. The position requires 4 days per week in the Westminster office and a 1-hour driving radius.

Qualifications

• Bachelor's or Associate's degree or equivalent.
• 5+ years of customer service and retention experience.
• Salesforce proficiency for documenting and managing customer interactions.
• Fluency in Spanish; Portuguese preferred.
• Location within 1 hour of Westminster office.
• Must report to the office at least 4 days a week.

Responsibilities

• Engage with customers to understand renewal blockers and address needs.
• Take ownership of customer issues ensuring minimal escalation and high satisfaction.
• Resolve customer needs independently and effectively.
• Collaborate with Sales and Support teams to handle escalations and improve experience.
• Negotiate with customers to overcome adoption barriers and plan resolutions.
• Maintain detailed records of interactions in Salesforce and related systems.
• Analyze data to identify trends and opportunities to reduce churn and improve retention.
• Create and deliver content to support customer adoption and engagement.

Skills

Customer Focus

Retention Expertise

Listening Skills

Problem-solving

Negotiation

Time Management

Communication

Interpersonal Skills

Trustworthiness

Education

Bachelor's or Associate's degree or equivalent

Tools

Salesforce

Job description

Job Summary:

The Digital Retention Specialist is responsible for ensuring high levels of customer retention and satisfaction. This role involves proactively engaging with customers to understand and address their needs, identifying blockers to renewal, and implementing strategies to improve customer loyalty. The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to analyze data to drive retention efforts.

Responsibilities for the Digital Retention Specialist includes but not limited to:

• Customer Engagement: Make outbound messages or calls to understand and address reasons for potential discontinuation of services.

• Issue Resolution: Take ownership of customer issues, ensuring minimal escalation and high satisfaction.

• Independent Decision-Making: Resolve customer needs independently and effectively.

• Customer Service Excellence: Communicate with customers, internal teams, and senior management to deliver exceptional service.

• Negotiation: Directly negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.

• Documentation: Maintain detailed records of customer interactions and activities in Salesforce.

• Data Analysis: Analyze data to identify trends and opportunities for improving retention and reducing churn.

• Collaboration: Work closely with the Sales and Support Teams to handle escalations and enhance the customer experience.

• Content Development: Identify, create, and deliver content to support customer adoption and engagement needs.

• System Proficiency: Demonstrated ability to rapidly learn and efficiently navigate multiple business systems, ensuring seamless task completion and operational effectiveness.

Qualifications:

• Bachelors or Associate’s degree or equivalent.

• 5+ years of practical experience in customer service and retention.

• Salesforce: Proficiency in using Salesforce for documenting and managing customer interactions.

• Language: Fluency in Spanish required. Portuguese preferred/good to have.

• Location: Must be located within 1 hour from the Westminster office.

• Office Attendance: Must report to the office at least 4 days a week.

Skills and Experience:

• Customer Focus: Strong customer-centric and growth mindset.
• Retention Expertise: Experience in customer service and retention.
• Listening Skills: Excellent active listening and empathy to understand customer perspectives.
• Problem-solving: Strong analytical skills and a solution-oriented approach.
• Negotiation: Skilled in effective negotiation techniques, including identifying customer pain points, proposing solutions, and achieving favorable outcomes to build strong customer relationships.
• Time Management: Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Communication: Excellent writing and communication skills, with the ability to convey thoughts clearly and concisely.
• Interpersonal Skills: Strong ability to collaborate with stakeholders and customers at various skill levels.
• Trustworthiness and Professionalism: Demonstrated ability to handle sensitive information with integrity and maintain a professional demeanor.

What’s in this position for you?

• Pay: $27.21 / Hr

• Contract to Hire

• HYBRID - Westminster, CO (Onsite 4 days per week)

• Flex: M-F 8 a.m. - 5 p.m. MT

• Weekly paycheck

• Dedicated Onboarding Specialist & Recruiter

• Access to Adecco’s Aspire Academy with thousands of free upskilling courses

Pay Details: $27.21 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.adecco.com/en-us/candidate-privacy

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