Customer Retention Specialist (Remote, Graveyard Shift)

We are actively looking for an A-player to join our team as a Frontline Customer Retention Specialist. In this role, you will be responsible for both making inbound and outbound calls to proactively engage with customers. Your primary focus will be to understand customer concerns, address issues, and implement strategies to ensure our services align with their changing requirements, ultimately promoting customer retention. If you thrive in a customer-centric role and excel at effective communication, we want to hear from you!

If you excel in a remote work setting and are passionate about cultivating strong customer relationships, we encourage you to reach out and join our team!

Responsibilities

Customer Engagement and Retention:

• Proactively engage with customers through inbound and outbound calls, understanding their evolving needs and potential subscription changes.
• Foster positive communication and build relationships to enhance the customer experience with our virtual mailbox solutions.
• Investigate and address customer concerns effectively, demonstrating ongoing value and aligning services with changing requirements.

Strategic Planning and Implementation:

• Develop proactive strategies to anticipate and meet customer needs, emphasizing retention for those considering subscription changes.
• Collaborate with management team to identify upselling and cross-selling opportunities based on evolving customer requirements.
• Gather feedback to understand evolving needs and preferences, especially from those considering changes to their subscription.
• Contribute to product and service improvements based on proactive customer insights.

Analysis and Reporting:

• Generate reports on customer engagement and satisfaction, providing insights to management.
• Analyze trends and recommend improvements to enhance customer satisfaction, loyalty, and retention.

Continuous Learning and Collaboration:

• Stay updated on product features and industry trends to effectively communicate with customers.
• Participate in training sessions to enhance customer engagement and retention skills.
• Document positive customer interactions, especially from those considering changes to their subscription, to maintain a comprehensive understanding of customer needs.
• Collaborate with the frontline support team to share insights and best practices.

Alignment with Organizational Goals:

• Work closely the management team to align customer engagement strategies, especially for those considering changes to their subscription, with organizational goals.

Requirements

Customer Engagement and Support:

• Previous experience in customer engagement, customer service, or frontline support.
• Strong interpersonal and communication skills.
• Ability to empathize with customers, particularly those contemplating changes to their subscription.

Problem-Solving and Decision-Making:

• Proven problem-solving skills and ability to think creatively to enhance customer satisfaction and retention.
• Strong decision-making and problem-solving skills.

Technical Proficiency:

• Familiarity with CRM software and other relevant tools.
• Proficiency in email, Google Suite, and related business and communication tools.

Attention to Detail and Adaptability:

• Excellent written and verbal communication skills.
• Meticulous attention to detail.
• Strong ability to resolve problems quickly.
• Strong ability to perform well under pressure.
• Flexible and adaptable to changing duties and responsibilities.

Team Collaboration and Motivation:

• Self-motivated team player, able to set priorities and manage deadlines.
• Maintains a can-do and cheerful attitude.

Other Qualifications

• Must have access to a reliable high-speed internet connection.
• Must have a computer with the latest model (preferably Core i3 or higher) and at least 8GB RAM.
• Must be available for scheduled and ad-hoc calls, meetings, and chats during regular weekday working hours.
• Must have a quiet workspace that is free from noise and distractions.
• Must have a noise-canceling headset that provides good audio quality for clear communication.

Benefits

• Work from home