Customer Retention Specialist

Customer Retention Spec

Purpose:

This position will serve as a sales agent for inbound/outbound Sales and Retention calls, providing customers support and solutions. Perform customer enrollments/sales by determining the customers’ needs and offering appropriate solution/product recommendations. Additional duties would include: data entry, enrollment verification, client interaction and miscellaneous administration. Special projects as assigned.

Summary of Responsibilities: 

• Utilize consultative negotiation/sales and customer service skills to identify sales/retention opportunities of new and existing customers
• Overcome customer objections with the purpose of selling products and services
• Handle customer and/or client inquiries regarding account status and follow-up of same
• Capture information and enter data into the computer system in a timely and accurate manner
• Ability to develop a strong rapport with the customer and maintain call control
• Demonstrate strong product/technical knowledge
• Ability to quickly identify customer needs and make appropriate decisions
• Demonstrate a high level of professionalism
• Flexibility to troubleshoot potential challenges with new and existing campaigns and advise management of such
• Recommend new courses of action regarding rebuttals, retention techniques, etc. to management
• Other duties as assigned

Experience/Other Requirements 

• Minimum two (2)+ years’ experience in consultative heavy sales environment
• High energy with a proven track record in a sales incentive based structure
• Problem solver, analytical and advanced negotiations skills
• Excellent verbal/written communications skills
• Excellent customer service and organizational skills
• Ability to perform in a fast pace environment
• PC proficiency

Education:

• High school diploma or equivalent, college degree a plus