Job Description
Title: Customer Retention Specialist
Location: Charlotte North Carolina US
Category: Other
Job Description:
This position is remote, but preference will be given to those in North Carolina, South Carolina, Georgia, and Florida.
The Customer Retention Specialist is responsible for providing solutions to retain customers through a consultative call process. The position takes full ownership of the customer experience by right-sizing Clearwave Fiber’s customer’s services and products as well as solving service and billing related issues.
Duties and Responsibilities:
- Assists with meeting and exceeding focused retention goals and objectives.
- Acts as a liaison between internal teams to ensure customer needs are being met, coordinating amongst implementation, sales, marketing, finance, and product teams.
- Utilizes soft skills to communicate solutions confidently and accurately with customers.
- Assists with updating and tracking all order activities.
- Retains revenue by offering value added products to customers.
- Solves complex billing and service issues on behalf of Clearwave Fiber customers.
- Follows the retention and sales call processes.
- Dispositions interactions for retention and sales accurately.
- Looks for revenue growth opportunities within existing customer base.
- Serves as a primary backup to Residential Inside Sales and Customer Service as needed.
- Demonstrates practical and efficient working knowledge of all the products and services in Clearwave Fiber’s Residential Product Portfolio.
- Makes follow-up calls to ensure positive customer interactions.
- Performs other duties and projects as assigned.
What you’ll have:
2+ years of customer service experience
Associates Degree preferred, but not required
Proactive and solution-orientated with a love of working with people
Be a self-starter with a can-do attitude to tackle challenges, and be respectful and friendly with teammates
Engaging communication, listening and organizational skills
Ablity to use own vehicle for company use
Ability to work weekends and extended hours as needed
Familiarity with computer systems, accurate typing skills and proficiency in Microsoft Office, i.e., Word, Excel, PowerPoint
Nice to have but not required:
Prior retention experience is beneficial
Working knowledge of fiber optic broadband technology, processes and billing systems