Customer Retention Specialist

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

📋 Description

• Meet the assigned objectives for customer satisfaction, retention, and re-engagement of former customers through sales.

• Reach out to both new and existing customers following service installations, trouble ticket resolutions, repeat technician visits, and inquiries from Net Promoter Score surveys.

• Elevate customer installation and service concerns while maintaining communication until resolution is achieved.

• Collaborate with the Sales, Marketing, Field Operations, Network Operations, and Finance teams.

• Manage customer disconnection requests and execute efforts to retain customers.

• Engage with former customers to offer win-back promotions and finalize sales.

• Acquire and uphold knowledge of Truvista's value propositions, product offerings, competitors, and their respective sales and marketing tactics.

• Establish and nurture trusted relationships with customers using a consultative and solutions-oriented approach.

• Tailor and present value propositions and solutions to both existing and former customers.

• Maintain a roster of referenceable customers to aid in the win-back sales of former clients.

• Represent the voice of the customer and relay customer needs to Truvista leadership.

• Regularly update and ensure the accuracy of customer contact information and records in the Truvista sales system.

• Enhance Truvista’s reputation and brand image within service areas.

• Complete additional tasks and projects assigned by management.

• Uphold consistent and punctual attendance.

⛳️ Requirements

• High school diploma, GED, or an equivalent combination of education and experience.

• A minimum of one year of relevant training and experience.

• Previous industry experience is preferred.

• Proficient operating knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.

• Capability to meet objectives related to customer satisfaction, retention, and win-back sales.

• Ability to manage customer disconnection requests and implement customer retention strategies.

• Proficient in developing and maintaining a comprehensive understanding of Truvista’s value propositions and product offerings.

• Strong working knowledge of market competitors and their sales and marketing strategies.

• Skill in building trusted customer relationships through a consultative, solutions-focused approach.

• Competence in composing professional business communications.

• Ability to read, analyze, interpret, develop, and negotiate contracts effectively.

• Strong customer service, organizational, planning, and problem-solving skills.

• One year of related training and experience is required.

• A two-year or four-year degree is advantageous.

🏝️ Benefits

• Work from home.

• Full-time employment.