Digital Retention Specialist

Our client is an industrial technology company that concentrates on helping the world work better. Their technology enables jobs to be done more precisely and accurately so that people can build, construct, grow, and move the things they need to live and develop future communities.

The Digital Retention Specialist ensures high customer retention and satisfaction levels. This role involves proactively engaging with customers to understand and address their needs, identifying blockers to renewal, and implementing strategies to improve customer loyalty. The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to analyze data to drive retention efforts.

Compensation: $24.50/hr

Availability: Monday - Friday, 8am - 5pm. This role is a contract role set to last 5 months.

Job Duties:

• Send outbound messages or calls to understand and address the reasons for the potential discontinuation of services.
• Issue Resolution: Take ownership of customer issues, ensuring minimal escalation and high satisfaction.
• Independent Decision-Making: Resolve customer needs independently and effectively.
• Customer Service Excellence: Communicate with customers, internal teams, and senior management to deliver exceptional service.
• Negotiation: Directly negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.
• Documentation: Maintain detailed records of customer interactions and activities in Salesforce.
• Data Analysis: Analyze data to identify trends and opportunities for improving retention and reducing churn.
• Collaboration: Work closely with the Sales and Support Teams to handle escalations and enhance the customer experience.
• Content Development: Identify, create, and deliver content to support customer adoption and engagement needs.
• System Proficiency: Demonstrated ability to rapidly learn and efficiently navigate multiple business systems, ensuring seamless task completion and operational effectiveness.

Qualifications:

• Bilingual English/Spanish skills are a bonus
• Customer Focus: Strong customer-centric and growth mindset.
• Retention Expertise: Experience in customer service and retention.
• Listening Skills: Excellent active listening and empathy to understand customer perspectives.
• Problem-solving: Strong analytical skills and a solution-oriented approach.
• Negotiation: Skilled in effective negotiation techniques, including identifying customer pain points, proposing solutions, and achieving favorable outcomes to build strong customer relationships.
• Time Management: Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Communication: Excellent writing and communication skills, with the ability to convey thoughts clearly and concisely.
• Interpersonal Skills: Strong ability to collaborate with stakeholders and customers at various skill levels.
• Trustworthiness and Professionalism: Demonstrated ability to handle sensitive information with integrity and maintain a professional demeanor.

CampusPoint is an Equal Opportunity Employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

If you need assistance or an accommodation due to a disability, you may contact us at hr@campuspoint.com or 1 206-783-9200 (ask to speak with an HR representative). The process is outlined in CampusPoint’s ADA Policy .