What are the responsibilities and job description for the Retention Agent position at Paraco Gas Corp?
Position Description: The Retention Agent will be the second level in the effort to retain existing customers and providing fair solutions to customers who may otherwise decide to cancel their existing services. A person in this role will utilize active listening, empathy, negotiating and creative problem solving in order to retain the customer. Individual will have a wider scope of parameters in regards to what they can offer in the way of a reduction in price per gallon, service contracts, and overall service billing. Key responsibilities and essential job duties include, but are not limited to:Correspond with customers via phone (inbound & outbound) as well as email to address complaints with the goal of increasing satisfaction / retentionMaintain up to date knowledge about the company’s promotions and productsIdentify opportunities for process improvement that positively impact the customers’ satisfactionOffer discounts or special deals as needed and within pre-established limitsTouch all aspects of customer service from answering billing questions to escalation of complex issues Contact customers who have taken their complaint to social media outletsAccurately notate all customer interactions Provide customer feedback to the appropriate internal teamsGenerate weekly log reportsQualifications:A high school diploma or equivalent At least one year in the customer service fieldExcellent problem solving skills which include utilizing good negotiating skills Ability to remain calm and level headed during difficult situationsExcellent written and verbal communications skillsDependable and punctual
Salary : $22