Customer Care Specialist (Retention)

Job Description

Job Description

Summary

The Customer Care Specialist (Retention) is responsible for following up with customers for retention and customer buyouts. Work with management to help identify opportunities in the business that drive reduction in attrition and customer escalations. Including developing and revising current training processes, training content development, and coaching. Work collaboratively to help us build a culture that encourages and develops our business with a laser like focus on retention.

Essential Functions

• Respond to cancellation requests received via phone or written correspondence (e.g., fax, e-mail, letter).
• Address customer requests to cancel service and seek to resolve customer dissatisfaction.
• Investigates, researches, and adapts solutions where possible to meet the customer's needs and retain the customer.
• Educate customers on the value of our services.
• Communicates and reinforces the value and benefits of products and services to customers who call to cancel services.
• Negotiating with customers to retain business.
• Quote and process customer buy outs in an accurate and timely manner. Process buyout checks and UCC communications with accounting.
• Must be able to calculate buyouts correctly with zero errors.
• Must have a passion for building customer loyalty by having consultative conversations.
• Meeting with the Call Center Team Leads and Manager to propose customer retention solutions.
• Maintains an acceptable customer retention percent rate while following policy and procedural guidelines.
• Provide additional flex capacity for call center when retention customers have all been addressed.
• Handle billing inquiries appropriately and create credit memos as needed.
• Assist with other administrative tasks as needed.
• Process subordination agreements.
• Assist with all call center operations and accept live transfers from call center personnel.
• Assist in all other customer care functions.
• Other duties as assigned.
• Backs up Customer Care Specialist (Resolution)

Qualifications

Please note that any offer of employment is conditional upon successful completion of a background check, drug screen, and motor vehicle record review (as applicable).

Reliable is proud to be an equal opportunity employer, celebrating diversity and creating an inclusive environment for all employees. We do not discriminate in our employment practices based on race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic information, pregnancy or related condition, marital status, military or veteran status or any other basis protected by federal, state, or local law.