Customer Retention Representative

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Proactively engage with customers who are at risk of cancellation.

• Identify customer pain points and develop customized retention strategies.

• Utilize advanced negotiation techniques to emphasize the value proposition and address concerns.

• Maintain comprehensive knowledge of products, services, and the competitive environment.

• Collaborate effectively with Customer Experience, Sales, and Operations teams.

• Provide customer support through phone, email, and text communication.

• Address complex residential billing and service issues.

• Accurately update and maintain customer records.

• Conduct both inbound and outbound retention calls.

• Strive to meet targets for save rate, revenue retention, saves-per-call conversion, productivity, and customer satisfaction.

⛳️ Requirements

• Preferred 1–2 years of experience in customer retention, sales, or customer service.

• Strong skills in persuasion, negotiation, and problem-solving.

• Capability to manage escalated customer issues and provide effective solutions.

• Comfort in a performance-oriented environment with incentive-based earnings.

• Proven ability to maintain professionalism and empathy in high-pressure situations.

• Excellent time management skills and reliability in adhering to schedules.

• Proficient in customer relationship management (CRM) tools and tracking systems.

• Ability to make outbound calls and handle inbound calls using a dialer or manually.

• Competence in utilizing computer systems to effectively navigate collections databases.

• Skill in locating, contacting, and resolving delinquent debts using available tools and techniques.

• Exceptional communication skills with an ability to achieve resolutions in one call.

• Strong work ethic, personal accountability, and sound judgment under pressure.

• High emotional intelligence and a customer-first approach.

• Ability to build and sustain trusting relationships with customers and internal stakeholders.

• High School Diploma required.

🏝️ Benefits

• Benefits commence on Day 1 for full-time employees.

• Comprehensive medical, dental, vision, disability, and life insurance options.

• 401(k) retirement plan with company-matching contributions.

• Vacation days and sick leave provided.

• Company-paid holidays and floating holidays.

• Various opportunities for career advancement.

• Access to training and development programs.

• Tuition reimbursement available for full-time employees.

• Performance incentives and earnings based on incentives.

• Focus on health, safety, and flexibility.

• Opportunities for promotion from within.