Job description
WHO WE ARE
JOB SUMMARY:
The Revenue & Retention Specialist will work ONSITE at our Henderson, Nevada Contact Center. This is a critical, revenue generating, role which focuses on Customer Retention, Win-Back and Customer Loyalty. You will be responsible for influencing and communicating the value of our service to customers in order to reduce customer cancellation requests."
YOU WILL BE RESPONSIBLE FOR:
- Responding to customer escalations and cancelation requests via phone and email
- Partnering with our Customer Care and Operations Teams to improve the overall customer experience.
- During down times, supporting our Outside Sales Professionals by making outbound calls to schedule “Healthy Home Inspections.”
- Partnering with our Branch Offices to assist with restoring service for customers who have remedied past due payments.
- Making outbound calls to collect outstanding balances.
- Completing appropriate reporting and documentation of work area responsibilities.
- Suggesting process efficiencies and improvements.
- Performing other duties as assigned or necessary.
WHAT YOU NEED TO BE MOST SUCCESSFUL:
- An Associate’s Degree is preferred with at least two (2) years of work experience in a Customer Service, Customer Retention, Win-Back or Customer Loyalty related position.
- In Lieu of degree, A High School Diploma/GED will be required with at least three (3) years of work experience in a Customer Service, Customer Retention, Win-Back or Customer Loyalty related position.
- Prior experience in a call center environment is highly preferred.
- Previous experience working Merger & Acquisition (M&A) Accounts is a plus.
- Exceptional customer service and phone skills are required.
- Ability to establish rapport with customers quickly.
- The ability to influence and communicate value of service to customers.
- Proficiency using different Microsoft Office (MS Office) programs, such as Word, Outlook.
- Ability to manage time, work autonomously and be self-motivated.
- Must be able to work Monday – Friday between the hours of 8:00 am – 5:00 pm (PST).
WHAT’S IN IT FOR YOU:
- Competitive Hourly Base Pay plus bonuses for meeting successful retention metric.
- Medical, Dental & Vision Benefits
- Employer Paid Short-Term & Long-Term Disability (STD/LTD)
- Employer Paid Life Insurance
- Opportunities for advancement & career growth
- Paid Time Off (PTO) and Holiday Pay
- 401K Retirement Savings with Company Sponsored Match
The above statements are intended to describe the general nature of the work being performed by employees assigned to this classification; they are not an exhaustive list of all responsibilities, duties and skills required for the position.
We are committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.
Drug-Free Workplace
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