What are the responsibilities and job description for the Customer Retention Representative position at Yugma?
Job Title: Customer Retention Representative
Location: Charleston, WV
Job Type: Full-Time
Job Summary:
As a Customer Retention Representative, you will play a crucial role in retaining customers by addressing their concerns, resolving issues promptly, and promoting long-term loyalty. You will focus on improving customer satisfaction and ensuring that clients have a positive experience with our telecom services, reducing churn, and increasing retention rates.
Key Responsibilities:
- Customer Retention: Actively engage with at-risk customers to understand their concerns and offer tailored solutions to prevent service cancellations and enhance customer loyalty.
- Issue Resolution: Handle customer complaints related to billing, technical issues, or service disruptions, ensuring swift and effective resolution to maintain satisfaction.
- Product Education: Inform customers about available telecom features, new services, and potential upgrades, ensuring they are well-informed and able to maximize their experience.
- Data Reporting: Track customer feedback and retention metrics, and provide valuable insights to management for continuous improvement of services and processes.
- Collaboration: Work closely with Sales and Technical teams to ensure that customer needs are addressed and services are delivered seamlessly, aiming to improve overall customer satisfaction.
- Upsell/Cross-sell: Identify and seize opportunities to suggest additional services, upgrades, or products that align with customer needs, helping to enhance their experience while contributing to company growth.
Job Type: Full-time
Pay: $14.99 - $15.00 per hour
Expected hours: No less than 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
Shift:
- 8 hour shift
- Rotating shift
Work Location: In person
Salary : $15 - $15
