Customer Retention Specialist

BCforward is currently seeking a highly motivated “Customer Retention Specialist ” Job opportunity for a Westminster, CO location...!!

Position Title:  Customer Retention Specialist 

Location: Westminster, CO- Hybrid

Anticipated Start Date: ASAP

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration:  6 months

Job Type: Contract  to Hire

Salary Range: $20/ph -$25/ph

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Requirements:

·        Retention

·        Renewal

·        Spanish

Job Description:

Role Overview: The Digital Retention Specialist at SketchUp is responsible for ensuring high levels of customer retention and satisfaction. This role involves proactively engaging with customers to understand and address their needs, identifying blockers to renewal, and implementing strategies to improve customer loyalty. The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to analyze data to drive retention efforts.
Key Responsibilities:
· Customer Engagement: Make outbound messages or calls to understand and address reasons for potential discontinuation of services.
· Issue Resolution: Take ownership of customer issues, ensuring minimal escalation and high satisfaction.
· Independent Decision-Making: Resolve customer needs independently and effectively.
· Customer Service Excellence: Communicate with customers, internal teams, and senior management to deliver exceptional service.
· Negotiation: Directly negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.
· Documentation: Maintain detailed records of customer interactions and activities in Salesforce.
· Data Analysis: Analyze data to identify trends and opportunities for improving retention and reducing churn.
· Collaboration: Work closely with the Sales and Support Teams to handle escalations and enhance the customer experience.
· Content Development: Identify, create, and deliver content to support customer adoption and engagement needs.
· System Proficiency: Demonstrated ability to rapidly learn and efficiently navigate multiple business systems, ensuring seamless task completion and operational effectiveness.
Required Skills and Experience:
· Customer Focus: Strong customer-centric and growth mindset.
· Retention Expertise: Experience in customer service and retention.
· Listening Skills: Excellent active listening and empathy to understand customer perspectives.
· Problem-solving: Strong analytical skills and a solution-oriented approach.
· Negotiation: Skilled in effective negotiation techniques, including identifying customer pain points, proposing solutions, and achieving favorable outcomes to build strong customer relationships.
· Time Management: Ability to prioritize tasks and manage time effectively in a fast-paced environment.
· Communication: Excellent writing and communication skills, with the ability to convey thoughts clearly and concisely.
· Interpersonal Skills: Strong ability to collaborate with stakeholders and customers at various skill levels.
· Trustworthiness and Professionalism: Demonstrated ability to handle sensitive information with integrity and maintain a professional demeanor.
Education and Experience:
· Educational Background: Associate’s degree or equivalent.
· Professional Experience: 5 years of practical experience in customer service and retention.
· Salesforce: Proficiency in using Salesforce for documenting and managing customer interactions.
Additional Requirements:
· Language: Fluency in Spanish and Portuguese preferred.
· Location: Must be located within 1 hour from the Westminster office.
· Office Attendance: Must report to the office at least 3 days a week but can work remotely otherwise.

Benefits:
BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

Keywords:

Customer service, Renewal, Subscription

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale.  Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years.  Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum.  As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information.  BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment.  All applicants applying for positions in the United States must be legally authorized to work in the United States.  The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position.  Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.