Customer Retention Specialist

General Purpose & Essential Duties:

The Customer for Life Specialist is responsible for delivering exceptional customer service and solutions through implementation of customer retention strategies to increase loyalty and retain business. Individuals in this role work directly with customers who are at risk of cancelling services by addressing complaints and implementing retention strategies with the goal of increasing satisfaction and securing customer renewals or saves.

• Negotiate renewals or saves to retain customers and upsell products and services
• Perform customer negotiation and reach a fair conclusion from both Guardian and customer perspectives
• Consistently meet or exceed retention productivity goals
• Retain an average of 70% or better of all cancellation calls received each day
• Retain an average of 70% or better of all revenue relating to cancellation calls
• Resolve all customer calls within 24 hours to improve overall cancellation rate
• Ensure knowledge of competitors’ services in order to demonstrate Guardian’s features and benefits advantages over the competition
• Tracks contracts that are soon to expire and contact customers directly for renewals
• Analyze customer feedback to develop new techniques to ensure customer retention
• Provide excellent customer service and ensure a positive customer experience
• Build positive working relationships with customers at risk of cancelling for additional/repeat business purposes
• Works closely with sales, customer operations and field service teams to assist in customer retention when necessary
• Maintain current retention queue in MAS and document all pertinent information following all customer contacts

Required Skills, Abilities, Education & Experience:

• Excellent communication skills including active listening.
• Ability to remain calm and in control during difficult conversations.
• Service-oriented and able to resolve customer grievances.
• Strong organizational and attention to detail skills
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
• High school diploma or equivalent.
• Customer service experience required.
• Some experience with the product or service to which the specialist will be assigned preferred.