Loyalty Team Representative

Celero Commerce; Fort Worth (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

Celero Commerce is seeking a Loyalty Team Representative to retain customers, resolve concerns, and strengthen relationships. You will manage at-risk accounts, provide technical support, and conduct retention calls to win back customers, while collaborating with cross-functional teams to ensure a seamless experience.

The role emphasizes proactive communication, problem-solving, and adherence to call quotas while maintaining detailed CRM records and contributing to overall customer satisfaction.

Qualifications

• Proven experience in customer service or retention roles.
• Strong communication skills, both verbal and written.
• Ability to manage multiple accounts and meet call/retention goals.
• Experience with CRM systems and maintaining accurate records.

Responsibilities

• Actively manage accounts of existing customers at risk of cancellation.
• Troubleshoot and resolve technical issues to ensure satisfaction.
• Address pricing concerns and offer solutions to keep customers engaged.
• Reach out to churned customers to understand reasons and win them back.
• Document interactions in the CRM and ensure follow-up actions are logged.
• Collaborate with Technical Support and Sales to resolve issues and improve experience.

Skills

Communication skills

Problem solving

CRM proficiency

Account management

Retention

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.