Customer Retention Specialist (Work from Home)

Position Description:The Customer Retention Specialist works as a member of the Truvista Customer Retention Team to ensure high levels of satisfaction and low levels of customer churn as a result of successful proactive and reactive interactions with our customers. High-level responsibilities include proactive touchpoints and communications with new and existing customers, customer disconnect request handling and “save” attempts, and former customer “win-back” sales. He/she partners effectively with Sales, Marketing, Field Operations, Network Operations and Finance departments to achieve assigned customer satisfaction and retention objectives.Essential Job Functions:Achieve assigned customer satisfaction, customer retention and former customer win-back sales objectivesContact new and existing customers following service installations, trouble ticket resolutions, repeat technician visits, and customer call requests from our Net Promoter Score Surveys to ensure customer satisfactionEscalate customer installation and service issues for assistance and resolution when appropriate and maintain contact with the customer until final results and customer satisfaction is achievedPartner with Sales, Marketing, Field Operations, Network Operations and Finance departments as needed to address customer opportunities and issues in a timely mannerHandle customer disconnect requests and perform customer “save” attemptsContact former customers to present win-back offers and close salesDevelop and maintain an in-depth understanding of Truvista value propositions and product offeringsMaintain a strong working knowledge of market competitors and their sales and marketing strategiesDevelop trusted relationships with customers and use a consultative, solutions-based approach during customer interactionsCustomize and present compelling value propositions and solutions to existing and former customersDevelop and maintain a list of referenceable customers to help close former customer win-back salesAct as a “voice of the customer” for Truvista and prioritize and communicate customer needs to the Truvista leadership teamUpdate and maintain accurate customer contact information and records in the Truvista sales systemPromote a positive reputation and brand image for Truvista in our service areasComplete additional duties and projects as assigned by managementPractice consistent and on-time attendanceKnowledge, Skills and Abilities:Leadership - Inspires and motivates others to perform well, provides vision and inspiration to peers, and gives appropriate recognition to others. Exhibits sound judgment and makes good business decisions.Professionalism - Maintains a professional appearance. Approaches others in a tactful manner, reacts well under pressure, and treats others with respect and consideration regardless of their status or position. Accepts responsibility for his/her own actions and follows through on commitments.Interpersonal Skills - Focuses on resolving conflict vs. blaming others, maintains confidentiality, and is open to coaching and new ideasCommunications - Speaks clearly and persuasively in both positive and negative situations, listens and gets clarification, and responds well to questions. Able to compose professional business correspondence.Knowledge, Skills and Abilities – Continued:Interpretation - Able to read, analyze, interpret, develop and negotiate contractsTeamwork - Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeedCustomer Service - Effectively manages difficult or emotional customer situations, solicits customer feedback to improve service, and meets customer commitmentsOrganizational Support - Follows policies and procedures and completes administrative tasks correctly and on timePlanning and Organizing - Prioritizes and plans work effectively and uses work time efficientlyComputer Skills – Possesses solid operating knowledge and ability in Microsoft Word, Excel, PowerPoint, and OutlookQualifications:High school diploma, GED or equivalent combination of education and experienceTwo-year or four-year degree is a plusOne year of related training and experienceIndustry experience is preferred

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