Retention Specialist - Save & Re-Sell Customers

Recruiting Solutions; total life cycle support; Newark (NJ); On-site; USD 35,000 - 50,000; Full time

Job summary

Recruiting Solutions; total life cycle support seeks enthusiastic Retention Agents in Newark, NJ, to join their dynamic startup team. The role is essential for building positive customer relationships and retaining customers through effective communication and problem-solving skills.

Candidates must have retention experience, strong listening abilities, and the capability to type at least 45 WPM. This position plays a crucial role in maintaining customer satisfaction while meeting the company's interaction goals.

Qualifications

• Must have retention experience.
• Must type minimum 45 WPM.
• Must have good business writing skills.

Responsibilities

• Retain customers through positive relationship building.
• Handle inbound cancellation calls/emails.
• Diffuse high sensitivity customer situations.
• Identify reasons for disconnect and overcome obstacles.
• Save and re-sell value of products/services.
• Answer customer calls and reply to email inquiries.

Skills

Retention experience

Strong listening skills

Probing techniques

Business writing skills

Typing speed of 45 WPM

Job description

This position allows you to join one of the most dynamic and fast-growing startups in the US. We are looking for enthusiastic and highly motivated problem solvers who are passionate about delivering exceptional customer service. Our Retention Agents are an integral part of our rapidly growing and fast-paced team. Our agents are critical to our business, and their feedback to management is critical to our improvement as a company.

Job Description

• Be responsible for skillfully retaining customers through positive customer relationship building
• Handle inbound cancellation calls/emails from existing customers
• Diffuse high sensitivity customer situation by utilizing strong listening skills and probing techniques
• Identify reason(s) for disconnect and overcome obstacles in an effort to retain the customer
• Save
  and re-sell the value of our products and services by properly aligning
  their features, benefits and price with the needs of our customers
• Retain
  25% of the cancellation interactions while meeting or surpassing the
  company's minimum requirements interaction and satisfaction. Four
  consecutive weeks of underperforming results in a performance
  improvement plan for two weeks.
• A nswer customer calls and reply to email inquiries in a fast-paced environment

Qualifications

Must have retention experience

Must type minimum 45 WPM

Must have good business writing skills.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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