Retention Specialist-Cedar Rapids

Description

Role Overview 

The Retention Specialist represents our client, a leader in private and secure telephone communications and satellite connectivity services. In this role, you will leverage your strong product knowledge to retain current customers.  We are building a high-performing team that delivers exceptional service, product education, and account support.

Requirements

Responsibilities:

• Position our client’s products as the correct solution for our customers’ needs.

• Contact and communicate with consumers across a wide variety of verticals to understand their needs and challenges.

• Compare and contrast the consumers' current products and technologies with our client's offerings, highlighting the benefits and promotions available.

•  Skillfully address and overcome customer objections, painting a compelling picture of how our client's products can benefit their needs.

• Manage and retain an assigned portfolio of business accounts through proactive engagement and service excellence.

• Deliver multi-tiered support, answering product, service, and basic technical questions related to secure telecommunications and satellite internet solutions.

• Identify and act on opportunities to upsell or expand product adoption based on client needs.

• Handle inbound calls and outreach to existing business customers with professionalism and urgency.

• Provide troubleshooting support and account resolutions, partnering with technical teams when necessary.

• Ensure accurate documentation of all client interactions using internal systems.

• Follow call flows, service level expectations, and compliance protocols.

• Contribute feedback to continuously improve processes, tools, and customer satisfaction.

• Help shape the program by offering insights and helping refine procedures as the team scales.

Ideal Candidate & Qualifications: 

• BPO/Contact Center/Call center/Sales Agency experience preferred.

• Retention/Win back/Account Management experience preferred.

• Business to Business (B2B) sales experience preferred.

• Telecom or tech-related customer service experience preferred.

• Ability to maintain broad knowledge of client products and services.

• Internet and software navigational skills, including CRM software.

• Ability to think on the fly and transition to overcome customer objections.

• Ability to retain or upsell customers.

• Passion for delivering exceptional customer experiences by executing with energy and excellence.

• Ability to analyze, interpret and address client needs.

• Ability to adapt and work in a fast-paced team environment.

• 1+ year of experience in a customer service, retention, or account management role (call center/BPO or B2B preferred).

• Comfortable with handling a blended workload of retention, service, and light technical support.

• Proven ability to retain and build value with existing customers.

• Strong communication skills, both verbal and written, with a customer-first mindset.

• Ability to manage multiple systems and navigate digital tools during live interactions.

• Self-motivated, organized, and capable of working in a fast-evolving environment.

• Comfortable working with ambiguity and contributing to new process creation.

Physical Requirements:

· Prolonged periods of sitting at a desk and working on a computer.

· Ability to lift up to 10 pounds, if necessary.