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 objectives
- Contact 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 satisfaction
- Escalate customer installation and service issues for assistance and resolution when appropriate and maintain contact with the customer until final results and customer satisfaction is achieved
- Partner with Sales, Marketing, Field Operations, Network Operations and Finance departments as needed to address customer opportunities and issues in a timely manner
- Handle customer disconnect requests and perform customer “save” attempts
- Contact former customers to present win-back offers and close sales
- Develop and maintain an in-depth understanding of Truvista value propositions and product offerings
- Maintain a strong working knowledge of market competitors and their sales and marketing strategies
- Develop trusted relationships with customers and use a consultative, solutions-based approach during customer interactions
- Customize and present compelling value propositions and solutions to existing and former customers
- Develop and maintain a list of referenceable customers to help close former customer win-back sales
- Act as a “voice of the customer” for Truvista and prioritize and communicate customer needs to the Truvista leadership team
- Update and maintain accurate customer contact information and records in the Truvista sales system
- Promote a positive reputation and brand image for Truvista in our service areas
- Complete additional duties and projects as assigned by management
- Practice consistent and on-time attendance
Knowledge, 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 ideas
- Communications - 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 contracts
- Teamwork - Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeed
- Customer Service - Effectively manages difficult or emotional customer situations, solicits customer feedback to improve service, and meets customer commitments
- Organizational Support - Follows policies and procedures and completes administrative tasks correctly and on time
- Planning and Organizing - Prioritizes and plans work effectively and uses work time efficiently
- Computer Skills – Possesses solid operating knowledge and ability in Microsoft Word, Excel, PowerPoint, and Outlook
Qualifications:
- High school diploma, GED or equivalent combination of education and experience
- Two-year or four-year degree is a plus
- One year of related training and experience
- Industry experience is preferred