Customer Retention Specialist

Customer Retention Spec

Purpose:

This position will serve as a sales agent for inbound/outbound Sales and Retention calls, providing customers support and solutions. Perform customer enrollments/sales by determining the customers’ needs and offering appropriate solution/product recommendations. Additional duties would include: data entry, enrollment verification, client interaction and miscellaneous administration. Special projects as assigned.

Summary of Responsibilities: 

• Utilize consultative negotiation/sales and customer service skills to identify sales/retention opportunities of new and existing customers


• Overcome customer objections with the purpose of selling products and services


• Handle customer and/or client inquiries regarding account status and follow-up of same


• Capture information and enter data into the computer system in a timely and accurate manner


• Ability to develop a strong rapport with the customer and maintain call control


• Demonstrate strong product/technical knowledge


• Ability to quickly identify customer needs and make appropriate decisions


• Demonstrate a high level of professionalism


• Flexibility to troubleshoot potential challenges with new and existing campaigns and advise management of such


• Recommend new courses of action regarding rebuttals, retention techniques, etc. to management


• Other duties as assigned

Experience/Other Requirements 

• Minimum two (2)+ years’ experience in consultative heavy sales environment


• High energy with a proven track record in a sales incentive based structure


• Problem solver, analytical and advanced negotiations skills


• Excellent verbal/written communications skills


• Excellent customer service and organizational skills


• Ability to perform in a fast pace environment


• PC proficiency

Education:

• High school diploma or equivalent, college degree a plus