Proactive Retention Representative

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

The Proactive Retention Specialist will serve as a secondary point of contact for customers expressing dissatisfaction and intent to close their accounts. This role is crucial in retaining customer accounts by addressing and resolving outstanding concerns and issues. The specialist will achieve this by delivering exceptional customer service, educating customers on Superior Propane’s processes and product offerings, responding to general sales inquiries, and providing updated product, pricing information, and special offers. Additionally, the specialist will follow up with customers who have completed satisfaction surveys to discuss their feedback and resolve any concerns.

Culture:

Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.

Competitive Compensation:

We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.

Flexibility:

We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.

Technology:

Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.

Employee Assistance Programs:

We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.

Opportunity:

A continuous focus on professional development with many opportunities for training & career growth.

Safety Focused:

We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

What you’ll do:

• 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.

What you bring:

• Minimum high school diploma with at least one year of relevant experience; prior experience in customer service, sales, and/or accounting is preferred.

• Post-secondary education is considered an asset.
• Exceptional customer service skills supported by strong oral communication abilities.
• Passion for finding solutions and providing the best possible customer experience.
• 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 isrequired. We will not sponsor individuals for employment visas now or in the future for this job opening.

Pay Transparency:

The hourly rate ranges from $19.37-$24.23.

Please note the compensation information shown above is a general guideline only. Pay rate is based upon candidate skills, experience, and qualifications, geographical location, as well as market and business considerations.

Here at Superior Plus Propane, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals, we welcome all qualified candidates to apply. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at [e-mail] to let us know how we can enhance your experience.