Digital Retention Specialist : 25-03974

Primary Skills: Customer Relationship Management - Advanced, Analytical Skills - Expert, Problem-Solving - Expert, Salesforce Proficiency - Intermediate, Negotiation - Advanced

Contract Type: W2 Only

Duration: 6 Months with Possible Extension

Location: Westminster, CO ( 3 Days a Week)

Pay Range: $18 - $23 per hour on W2

#LP

Job Summary

We are seeking a Digital Retention Specialist to join our team in a pivotal role aimed at enhancing customer loyalty and retention levels. This role requires proactive engagement with customers to understand their needs, resolve issues, and develop strategies to ensure satisfactory service and high retention rates. The ideal candidate will be expected to collaborate effectively with sales and support teams, manage customer data in Salesforce, and leverage their negotiation skills to maintain and grow our customer base.

Key Responsibilities

• Engage directly with customers through outbound messaging or calls to understand potential service discontinuation reasons.
• Own customer issues, ensuring minimal escalation and high satisfaction.
• Independently and effectively resolve customer needs.
• Maintain detailed documentation of customer interactions within Salesforce.
• Analyze customer data to identify trends for improving retention and reducing churn.
  
  

Must-Have Skills:

• Strong analytical capabilities for trend identification and strategy formulation.
• Proficient in Salesforce for managing customer interactions.
• Exceptional negotiation and problem-solving skills to overcome customer barriers.
  
  

Industry Experience:

• 5 years in customer service and retention, preferably with sales background.
• Educational background: Associate degree minimum; preference for candidates with a Bachelor's degree.
  
  

This role offers a contract-to-hire opportunity, with a potential transition to a full-time sales position complete with comprehensive benefits and commission following a demonstration of strong performance and alignment with our expectations. The position is hybrid, requiring at least 3 days of office attendance weekly in Westminster, CO. Multilingual candidates (Portuguese and/or Spanish English) are highly preferred

About Akraya

Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a thriving work environment. Most recently, we were recognized Inc's Best Workplaces 2024 and Silicon Valley's Best Places to Work by the San Francisco Business Journal (2024) and Glassdoor's Best Places to Work (2023 & 2022)!

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