What are the responsibilities and job description for the Customer Retention Specialist position at Online Labels Group?
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Role Summary
The Customer Retention Specialist will be the driving force behind reconnecting with inactive accounts, particularly those that haven’t shopped with us in over 12 months. This role will engage in proactive outreach efforts to re-engage customers, understand and address their challenges, and propose innovative solutions to encourage their return. The goal will be to reactivate accounts through targeted outreach efforts, personalized emails, and customer issue resolution.
Pay rate: $18.00-$20.00/hour based on experience to start plus commission.
Shift: Monday-Friday 8:00am-5:00pm
Benefits:
- Potential Monthly Departmental Bonuses
- Medical
- Dental
- Vision
- Paid Time Off (PTO)
- 401(k) with Company match
- Holiday Pay
- Supplemental Insurances (Cancer, Critical Illness, Accident, Short Term & Long Term Disability, Life Insurance)
Summary of Responsibilities
- Customer Engagement: Engage with top eCommerce customers to understand their needs, gather feedback, and build strong, lasting relationships.
- Reactivation Strategy: Develop and implement strategies to reactivate dormant enterprise customers, addressing their concerns and showcasing tailored solutions.
- Data Analysis and Insight: Monitor and analyze the ecommerce large order trend list, identifying opportunities for upselling and cross-selling.
- Sales and Negotiation: Apply strong sales and negotiation skills to present tailored solutions and close deals, ensuring a positive customer experience.
- Autonomy: Independently manage customer accounts, prioritize tasks, and meet retention goals within set deadlines.
- Detailed Reporting: Maintain detailed records of customer interactions, feedback, and outcomes to refine strategies and enhance processes.
Required Skills
- Proven experience in customer retention, sales, or account management, preferably in a digital environment.
- Strong negotiation and communication skills, with the ability to engage effectively with customers and stakeholders across various levels.
- Ability to work autonomously and manage time efficiently in a fast-paced environment.
- Detail-oriented with excellent analytical skills to track and interpret customer data and trends.
- Proficient in CRM software and Microsoft Office Suite.
- Ability to identify root causes and develop effective, creative solutions to encourage account reactivation and enhance satisfaction.
Experience Requirements
- At least 2 years' experience in a lead-closing or customer retention-based role.
Equal Employment Opportunity
At Online Labels Group, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Online Labels Group is proud to be an equal opportunity workplace to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.
Salary : $18 - $20
