Customer Retention & Renewals Specialist (Hybrid)

ScentAir; Charlotte (NC); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive pay

Monthly bonus plan

Medical insurance

Dental insurance

Vision insurance

Life insurance

401k matching

Hybrid work model

Company-issued laptop

Job summary

ScentAir is seeking an Account Services Specialist to maintain and enhance client relationships by coordinating inbound requests through Salesforce.com CRM. You will work to retain customers through problem-solving, contract negotiations, and timely responses, with a strong emphasis on renewing contracts and maximizing value.

In this role you will execute retention strategies, evaluate customer needs, and provide tailored solutions to ensure high satisfaction while upselling or upgrading

Qualifications

• Bachelor’s Degree or 3+ years of relevant work experience.
• Effective communication skills (Bilingual is a plus).
• Excellent computer skills, including proficiency with MS Office Suite and Salesforce.
• Excellent interpersonal skills for effective team collaboration.
• Proactive and able to take initiative with little or no direction.
• The ability to establish collaborative customer relationships in a fast-paced environment.
• The ability to thrive in a high pace, growth-focused business environment.

Responsibilities

• Client Retention: Execute strategies to retain customers, including proactive outbound calls to customers who have requested to cancel.
• Customer Needs Evaluation: Identify customer needs and resources required to negotiate renewals and retain business.
• Personalized Responses: Provide tailored solutions to ensure high customer satisfaction and exceed their expectations.
• Issue Resolution: Resolve customer issues by aligning service features, pricing, value, payment options, and benefits to meet their needs.
• Sales Techniques: Use positive sales techniques to motivate customers to continue using ScentAir services or ensure ScentAir receives early termination fees within contract terms.
• Service Upgrades: Sell additional or upgraded services while ensuring a quality customer experience.
• Database Management: Utilize our databases to access, update, or input account information, maintaining a high quality of accuracy in Salesforce.com CRM.
• Negotiation and Discounts: Negotiate pricing and bundling offers, including credits and discounts, according to company guidelines.
• Performance Goals: Meet or exceed retention goals and demonstrate the ability to achieve individual performance metrics.

Skills

Effective communication

Interpersonal skills

Proactive

Team collaboration

Customer relationship management

Education

Bachelor’s Degree or 3+ years of relevant work experience

Tools

Salesforce

MS Office Suite

Job description

ScentAir is seeking an Account Services Specialist to maintain and enhance client relationships by coordinating inbound requests through Salesforce.com CRM. You will work to retain customers through problem-solving, contract negotiations, and timely responses, with a strong emphasis on renewing contracts and maximizing value.

In this role you will execute retention strategies, evaluate customer needs, and provide tailored solutions to ensure high satisfaction while upselling or upgrading