Loyalty Team Representative

Celero Commerce; Brentwood (TN); On-site; USD 40,000 - 60,000; Full time

Job summary

Celero Commerce in Brentwood, TN seeks a Loyalty Team Representative to retain customers, resolve concerns, and strengthen relationships through proactive account management and retention calls.

You will track interactions in CRM, collaborate with Technical Support and Sales, and strive to reduce attrition while meeting call quotas and providing excellent service. Experience in customer retention or loyalty programs is a plus.

Qualifications

• Proven experience in customer service or retention roles, ideally in a call center environment.
• Strong communication skills, both verbal and written, with empathetic support.
• Ability to manage multiple accounts and meet retention goals.
• Proficiency with CRM systems and maintaining detailed records of interactions.
• Experience with pipeline management and cross‑department collaboration.

Responsibilities

• Actively manage accounts of existing customers at risk of cancellation and provide retention solutions.
• Troubleshoot and resolve technical issues to ensure customer satisfaction.
• Review pricing concerns with customers and offer alternatives to maintain engagement.
• Conduct proactive retention calls to win back customers.
• Maintain accurate CRM notes and track follow-up actions.
• Collaborate with Technical Support and Sales to improve customer experience.

Skills

Customer service

CRM systems

Communication

Problem solving

Account management

Retention goals

Tools

CRM software

Job description

Are you passionate about customer retention and skilled in problem-solving? As a Loyalty Team Representative, you’ll play a crucial role in retaining customers, resolving concerns, and strengthening relationships to reduce attrition. This role requires a proactive approach to account management, including handling rate reviews, providing technical support, and conducting retention calls to win back and engage customers.

You’ll be responsible for managing a customer pipeline, tracking interactions in the CRM, and collaborating with cross-functional teams to ensure a seamless customer experience. If you excel at communication, relationship management, and customer satisfaction, this role is an exciting opportunity to make a direct impact!

Responsibilities

• Account Management: Actively manage accounts of existing customers who are at risk of cancellation, addressing their concerns and providing solutions to ensure retention.
• Technical Support: Troubleshoot and resolve any technical issues customers may encounter with our products or services to ensure customer satisfaction
• Rate Reviews: Address and review customer concerns about pricing, offering solutions and alternatives to keep customers engaged.
• Proactive Retention Calls: Reach out to customers who have cancelled their service to understand their reasons for leaving, address any issues, and attempt to win them back by presenting compelling reasons to return.
• Customer Attrition Prevention: Proactively contact existing customers to address any dissatisfaction and prevent churn, offering tailored solutions to ensure continued loyalty. Meet Call Stat Requirements: Consistently meet established call quotas, ensuring a high level of customer engagement and retention.
• Document Interaction: Maintain accurate and detailed notes of customer interactions through CRM systems, ensuring all follow-up actions, resolutions, and action plans are properly logged and tracked.
• Pipeline Management: Efficiently manage your customer pipeline, ensuring timely follow-up calls are made and all customer inquiries are handled within the designated timeframes.
• Customer Feedback Collection: Gather and report valuable customer insights to management, helping identify trends and opportunities for service improvement.
• Cross-Department Collaboration: Work closely with other departments, including Technical Support and Sales, to resolve customer issues and enhance overall customer experience.

Experience & Requirements

• Proven experience in customer service or retention roles, ideally in a call center environment. Strong communication skills, both verbal and written, with the ability to handle challenging conversations and provide empathetic support.
• Excellent problem-solving skills with the ability to think critically and creatively to resolve customer issues.
• Ability to manage multiple accounts, prioritize tasks, and meet call and retention goals.
• Strong proficiency with CRM systems and maintaining accurate, detailed records of customer interactions.
• Ability to manage a customer pipeline, ensuring timely follow-up calls and action on customer needs.
• Technical aptitude to troubleshoot customer issues and navigate support systems.
• Ability to work independently and as part of a team.
• Detail-oriented with excellent organizational skills.
• Experience in a fast-paced environment, with a focus on meeting key performance metrics.
• Previous experience in customer retention, loyalty programs, or win-back campaigns is a plus.

Celero Commerce provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Please Note: Celero Commerce participates in E-Verify and performs background checks on all new hires. We will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s form I-9 to confirm work authorization.