Retention Specialist

We are looking for someone responsible and engaging to assist with retaining Constant Contact customers. In this customer focused role, you will use your exceptional customer support and negotiation skills to demonstrate the value of Constant Contact’s products and retain current customers. You will investigate problems, track reasons for cancellation requests, and take ownership of customers’ concerns to assist them in making the decision to stay. This passion for the customer will help to ensure long-term customer satisfaction and engagement. In addition, this position will support the department by educating customers on products and services to enhance their online marketing strategy and to drive customer engagement and make our customers more successful!

Job Responsibilities:

• Respond promptly to Retention inquiries via telephone, email, and cases.
• Handle inbound cancellation/downgrade calls from existing customers.
• Identify reasons for cancellation and overcome objections in an effort to retain customers.
• Carry out retention strategies to increase customer success/satisfaction and reduce overall churn.
• Identify customer vertical/industry, in order to tailor the conversation to be unique and specific to the customer’s industry and marketing needs.
• Utilize save offers appropriately and judiciously.
• Build and maintain relationships with customers and co-workers through effective communication and collaboration through a variety of communication channels.
• Special projects and tests as needed.

Requirements:

• Fluency in Spanish preferred.
• Must not be on any attendance or performance plans
• Excellent organizational and time management skills.
• Ability to multitask, attention to detail.
• Solid math and problem solving skills, as well as understanding of financial principles.
• Must demonstrate superior verbal and written communication skills, problem solving skills and flexibility.
• Ability to maintain an excellent work ethic and display integrity in a professional environment.
• Must be able to work cross-functionally with other departments.
• Must possess superior customer focus while taking responsibility and accountability for actions that deliver measurable results.
• Must be able to work as a team member, adapting to a change as necessary.
• Strong customer service skills, with ability to express empathy and enthusiasm for a customer-focused experience.
• Outstanding verbal, written, and interpersonal skills.
• Strong ability to probe and correctly identify customer needs/concerns.
• Must have been in current role for a min. of 90 days
• Must inform your current manager in the event you are scheduled for an in-person interview
• Experience in a Finance and/or Retention setting is a plus.