Customer Retention & Success Specialist

Superior Plus Propane; Northern (KY); Hybrid; USD 27,000 - 33,000; Full time

Job summary

Superior Plus Propane seeks a Proactive Retention Specialist to act as a secondary contact for customers wanting to close accounts, resolve concerns, and retain accounts with exceptional service.

You will educate customers on processes and offerings, respond to sales inquiries, and provide updated product and pricing information. Bilingual Spanish/English is a plus, and a flexible schedule is offered.

Qualifications

• Minimum high school diploma with at least one year of relevant experience.
• Post-secondary education is considered an asset.
• Exceptional customer service skills supported by strong oral communication abilities.
• Attention to detail to ensure accuracy in all customer-related information.
• Proficiency in Microsoft Outlook and Excel.
• Fluency in Spanish/English, both written and verbal, is an asset.
• Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

Responsibilities

• Deliver exceptional customer service by consistently applying and leveraging established procedures and processes to effectively resolve issues and retain customers.
• Actively listen to customers’ concerns and work positively to defuse situations.
• Evaluate the profitability and status of accounts, aiming for a win-win resolution by addressing issues and negotiating account, product, and service offerings to retain accounts while ensuring future profitability.
• Meet predetermined retention targets when responding to customers’ requests to close their accounts.
• Accurately and promptly process and complete the closure of customer accounts.
• Participate in continuous improvement initiatives.
• Perform other job duties as assigned.

Skills

Customer service

Oral communication

Problem solving

Attention to detail

Team collaboration

Education

High school diploma

Tools

Microsoft Outlook

Microsoft Excel

Job description

Superior Plus Propane seeks a Proactive Retention Specialist to act as a secondary contact for customers wanting to close accounts, resolve concerns, and retain accounts with exceptional service.

You will educate customers on processes and offerings, respond to sales inquiries, and provide updated product and pricing information. Bilingual Spanish/English is a plus, and a flexible schedule is offered.