About us

IMG is a leading player in the merchant services industry, providing innovative payment solutions to businesses of all sizes. With a commitment to excellence and a focus on delivering value to our clients, we are seeking a dynamic and experienced Retention Specialist to join our executive team.

Our work environment includes:

• Modern office setting
• Fun atomsphere

About the Opportunity

The role of a retention specialist is primary responsibility is implementing strategies to retain customers or clients within our company. Their key goal is to ensure customer satisfaction and loyalty, ultimately reducing customer churn and increasing customer lifetime value. The responsibilities include:

• Analyzing customer data and identifying trends or patterns that may impact customer retention.
• Developing and implementing retention programs and initiatives to improve customer satisfaction and loyalty.
• Conducting customer surveys or feedback sessions to gather insights and identify areas for improvement.
• Collaborating with cross-functional teams, such as sales, marketing, and customer support, to align efforts and enhance the overall customer experience.
• Providing personalized assistance and support to customers who may be at risk of churning.
• Monitoring customer accounts and proactively addressing any issues or concerns to prevent churn.
• Tracking and reporting on key retention metrics, such as customer retention rate, churn rate, and customer lifetime value.
• Continuously staying updated on industry trends and best practices in customer retention strategies.

Other Duties:

• Perform related duties as assigned by supervisor.
• Maintain compliance with all company policies and procedures.
• Perform some human resource duties as the needs of the business may require.

To excel in this role, a retention specialist should have excellent communication and interpersonal skills, as they will be interacting with customers regularly. They should also have strong analytical abilities to interpret customer data and identify areas for improvement. Additionally, a retention specialist should be proactive, detail-oriented, and customer-focused to effectively retain and nurture customer relationships.

Job Type: Full-time

Pay: $20,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Work Location: In person