Client Retention Specialist

As a Client Retention Specialist with 1-800Accountant, you are responsible for protecting existing revenue by
retaining clients that are seeking to cancel their service(s), or are at risk of canceling with 1-800Accountant.

The Client Retention Specialist must continually demonstrate strong skills in the areas of negotiation, save
techniques, rebuttals, and interpersonal communication & problem solving skills, which will maintain long-term client relationships with our client base while reducing churn and enhancing revenue. The ultimate goal is to retain clients and make them advocates for 1-800Accountant services.

The Client Retention Specialist will also be required to research complex issues that are driving
cancellations. This will aid in identifying root causes so they can work with leadership to develop long term
solutions for process and/or service failure points.

This position will start out as an in-office position in our Largo, FL office.

Core Competencies:

• Sales / Negotiation Skills Required
• Excellent Verbal and Written Communication Skills
• Technical, Product, and Policy Knowledge
• Enthusiasm for 1-800Accountant and Clients
• Ability to Attain Targets
• Time Management Skills
• Emotional Intelligence
• Rapport Building Skills
• Dependability
• Ability to Work Under Pressure

Responsibilities:

• Be the primary contact for all 1-800Accountant clients that are requesting to cancel their services
• Address client request to cancel or alter their subscription to ensure client can continue working with the company
• Overall objective to retain client while providing a positive an enjoyable experience
• Effectively negotiate retention options (approved by management) with the client to prevent cancelation
• Resolution may involve investigation into client’s support history or needs analysis based on customer business needs
• If unsuccessful retaining client, track and provide cancelation reporting which can provide senior management insights
• Attend monthly meetings to deliver data trends and key learnings on why clients are leaving or
• terminating their subscriptions with 1-800Accountant.
• Act as Red Flag Warning system for cancellation trends
• Utilize Company Technology and Resources without challenge
• Use Salesforce to detail client interactions
• Consistently receive positive surveys from clients that you’ve attempted to save

BENEFITS

• Medical, Dental, Vision, FSA, Dependent Care

• 401K with employer match

• Upward mobility potential

• Weekends off

• Flex schedules

• Earn top money while also maintaining a great work/life balance

• Collaborative and inspirational work environment

• Join an engaging community of like-minded individuals

Diversity

1-800Accountant is an equal opportunity employer and makes employment decisions on the basis of merit. 1-800Accountant’s policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy, or any other consideration made unlawful by federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful.

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