Customer Retention Representative

Summary

The job description is for a Customer Retention Representative role in LawnStarter, a fast-growing company specializing in on-demand lawn care services. The position involves handling customer retention, issue resolution, implementing strategies to improve retention rates, gathering feedback, maintaining product knowledge, cross-functional collaboration, and documentation. The role is remote, requires 1-3 years of experience in customer retention, strong interpersonal and communication skills, excellent problem-solving abilities, ability to manage multiple tasks, proficiency with CRM software and GSuite, a customer-focused mindset, detail-oriented and organized, ability to work independently and as part of a team, adaptability, and willingness to learn. The hourly wage is between $5-$8.

Requirements

• 1-3 years of experience in customer retention
• Strong interpersonal and communication skills
• Excellent problem-solving abilities
• Ability to manage multiple tasks and prioritize effectively
• Proficiency with CRM software and GSuite
• Empathetic, yet have a ‘go getter’ mentality

Responsibilities

• Handle inbound and callbacks from customers intending to cancel or reactivate their services
• Listen actively to understand customer issues, concerns, and reasons for cancellation while demonstrating empathy and professionalism in addressing customer concerns to ensure a retained customer
• Implement and support strategies designed to improve customer retention rates
• Gather and analyze customer feedback to identify trends and areas for improvement
• Maintain a deep understanding of the company’s products and services to provide accurate information and support to customers
• Work closely with other departments such as Sales, Operations, Marketing, and Product to relay customer feedback and improve overall customer experience
• Accurately document customer interactions and resolutions in the customer relationship management (CRM) system
• Meet or exceed retention targets and key performance indicators (KPIs) set by the Retention Manager
• Participate in training sessions and team meetings to stay updated on product changes, company policies, and best practices

Preferred Qualifications

• Customer-focused mindset
• Detail-oriented and organized
• Ability to work independently and as part of a team
• Adaptability and willingness to learn

Benefits

• Fully remote position: Work remotely from anywhere you want
• $5-$8/hr
• Opportunity for growth