Customer Retention Specialist (Work from Home)

Position Description: The Customer Retention Specialist works as a member of the Truvista Customer Retention Team to ensure high levels of satisfaction and low levels of customer churn as a result of successful proactive and reactive interactions with our customers. High-level responsibilities include proactive touchpoints and communications with new and existing customers, customer disconnect request handling and “save” attempts, and former customer “win-back” sales. He/she partners effectively with Sales, Marketing, Field Operations, Network Operations and Finance departments to achieve assigned customer satisfaction and retention objectives. Essential Job Functions: - Achieve assigned customer satisfaction, customer retention and former customer win-back sales objectives - Contact new and existing customers following service installations, trouble ticket resolutions, repeat technician visits, and customer call requests from our Net Promoter Score Surveys to ensure customer satisfaction - Escalate customer installation and service issues for assistance and resolution when appropriate and maintain contact with the customer until final results and customer satisfaction is achieved - Partner with Sales, Marketing, Field Operations, Network Operations and Finance departments as needed to address customer opportunities and issues in a timely manner - Handle customer disconnect requests and perform customer “save” attempts - Contact former customers to present win-back offers and close sales - Develop and maintain an in-depth understanding of Truvista value propositions and product offerings - Maintain a strong working knowledge of market competitors and their sales and marketing strategies - Develop trusted relationships with customers and use a consultative, solutions-based approach during customer interactions - Customize and present compelling value propositions and solutions to existing and former customers - Develop and maintain a list of referenceable customers to help close former customer win-back sales - Act as a “voice of the customer” for Truvista and prioritize and communicate customer needs to the Truvista leadership team - Update and maintain accurate customer contact information and records in the Truvista sales system - Promote a positive reputation and brand image for Truvista in our service areas - Complete additional duties and projects as assigned by management - Practice consistent and on-time attendance Knowledge, Skills and Abilities: - Leadership - Inspires and motivates others to perform well, provides vision and inspiration to peers, and gives appropriate recognition to others. Exhibits sound judgment and makes good business decisions. - Professionalism - Maintains a professional appearance. Approaches others in a tactful manner, reacts well under pressure, and treats others with respect and consideration regardless of their status or position. Accepts responsibility for his/her own actions and follows through on commitments. - Interpersonal Skills - Focuses on resolving conflict vs. blaming others, maintains confidentiality, and is open to coaching and new ideas - Communications - Speaks clearly and persuasively in both positive and negative situations, listens and gets clarification, and responds well to questions. Able to compose professional business correspondence. Knowledge, Skills and Abilities – Continued: - Interpretation - Able to read, analyze, interpret, develop and negotiate contracts - Teamwork - Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeed - Customer Service - Effectively manages difficult or emotional customer situations, solicits customer feedback to improve service, and meets customer commitments - Organizational Support - Follows policies and procedures and completes administrative tasks correctly and on time - Planning and Organizing - Prioritizes and plans work effectively and uses work time efficiently - Computer Skills – Possesses solid operating knowledge and ability in Microsoft Word, Excel, PowerPoint, and Outlook Qualifications: - High school diploma, GED or equivalent combination of education and experience - Two-year or four-year degree is a plus - One year of related training and experience - Industry experience is preferred