Customer Retention Specialist

Permanent Employment     Clearwater, US

Responsibilities

Are you ambitious, sales-driven and love building relationships with a diverse range of customers? Then join our Retention team and help us grow and retain our customers. The focus is on loyalty, retention, and providing solutions to meet customer needs.

  • Retain customer renewal accounts and cross-sell into different product groups
  • Demonstrate the value of our software vs other competitors
  • Answer basic questions about setup and product functionality
  • Be able to handle escalated calls or frustrated customers and convert them into satisfied customers
  • Convert termination or cancellation requests into win-back opportunities
  • Field and promptly respond to email/ticket requests and convert into opportunities
  • Deliver prompt and accurate submission of any required documentation, notes and record keeping in our proprietary systems (Ticket system, CRM)
  • Maintain a productivity level that is consistent and at least on average with the team
     

Requirements

  • College Degree or minimum of 1 year of directly related experience, (Collections/Retention B2B, SaaS environment)
  • Well-developed written and verbal communication skills
  • Bilingual or Multilingual is a huge plus, (English, Spanish, French, Portuguese)
  • Negotiation and conflict resolution - the ability to handle escalated customer interactions
  • Time management- the ability to multi-task and handle a high volume of calls, tickets, emails, etc. 
  • Proficient in Microsoft Suite products and CRM tools, (Freshdesk)
  • Proven record of hitting and exceeding quotas
     

 

 

 

 

 

 

 

 

 

 

 

 

 

    What we offer

    • Competitive compensation including stock-based options
    • Flexible PTO and paid holidays
    • 401(k) with employer matching 
    • Comprehensive Health insurance package including 100% employer-paid medical coverage
    • Up to 12 weeks of Parental Leave
    • Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid
    • Quarterly teambuilding events, leadership luncheons, and companywide “All Hands” gatherings
    • Open door policy and casual dress code 
    • We celebrate diversity as one of our core values. Join c-a-r-e and lead change initiatives together with us!