What are the responsibilities and job description for the Customer Retentions Agent position at RecruitmentJunky?
Location: Orlando
Role title: Customer Retention Agent
Salary: $38,000 - $44,000 plus bonuses.
Hours: Monday - Friday, 8:45am - 5:45pm. | Some weekends
About the company.
After such successful development, this company is expanding its customer service department to support a growing customer base. With an inclusive culture, this company supports every employee with a personalised progression plan to identify a clear and achievable career path for success.
About the role.
Customer success is the foundation of business success. As this company has been built on retaining customers for long periods of time, when a customer leaves - this company takes it personally. As Customer Retention Agent at the Norwich office, you will be responsible for maintaining a low level of customer churn and contacting customers at risk of churn or canceling in a timely manner. Being a confident negotiator, experienced in account management and comfortable handling difficult conversations, you will be tenacious in your desire to retain customer business.
Responsibilities.
➔ Retain customers, contributing the company goal of a 1% churn of customer base.
➔ Proactively speak to customers with outstanding debt, to reduce the number of customers owing funds and identifying gaps in process to prevent repeat offenses.
➔ Manage all canceled customers and outbound activity. This includes taking ownership of your personal cancellation queue by contacting all customer cancellations within 24 hours, and seeking to reactivate accounts where possible.
➔ Use Net Promoter Score results from cancellations to address detractor issues.
➔ Maintain a high volume of outbound activity to nurture meaningful relationships with customers, understand customer needs and support business growth.
➔ Ensure all customers understand the value of the company’s products and services.
➔ Deliver against KPIs in key areas of activity and productivity.
➔ Optimize customer experience by effectively utilizing the CRM.
➔ Follow all relevant processes and proactively give feedback to improve them.
Benefits.
➔ Career progression and increased basic salary achievable by reaching revenue, retention and account reactivation targets.
➔ Earn uncapped commission
➔ 19 days PTO plus 6 Federal Bank Holidays
➔ Employee Assistance Programme, which gives you access to:
- Exclusive retail, restaurants, travel and accommodation discounts.
- 24/7 access to a mental health and wellbeing online centre.
- Legal support, financial resources and e-learning.
- Private dental and health scheme.
➔ Company bonus scheme (bi-annual, based on company performance).
➔ Company equity scheme (available after 1 year service).
➔ Company celebratory events (summer and winter).
Hiring process. Successful candidates will have a short screening call with RecruitmentJunky, before being invited for a face-to-face interview with a hiring manager.
Job Type: Full-time
Pay: From $38,000.00 per year
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Experience:
- Customer service: 1 year (Required)
Work Location: In person
Salary : $38,000 - $44,000