Constant Contact is hiring a
Retention Specialist

Summary

The job is for a Retention Specialist at Constant Contact, responsible for retaining customers by handling inquiries, identifying reasons for cancellation, carrying out retention strategies, and educating customers about products and services. The role requires excellent organizational skills, strong communication skills, and experience in a Finance or Retention setting.

Requirements

• Excellent organizational and time management skills
• Ability to multitask, attention to detail
• Solid math and problem solving skills, as well as understanding of financial principles
• Must demonstrate superior verbal and written communication skills, problem solving skills and flexibility
• Ability to maintain an excellent work ethic and display integrity in a professional environment
• Must be able to work cross-functionally with other departments
• Must possess superior customer focus while taking responsibility and accountability for actions that deliver measurable results
• Must be able to work as a team member, adapting to a change as necessary
• Strong customer service skills, with ability to express empathy and enthusiasm for a customer-focused experience
• Outstanding verbal, written, and interpersonal skills
• Strong ability to probe and correctly identify customer needs/concerns
• Must have been in current role for a min. of 90 days
• Must inform your current manager in the event you are scheduled for an in-person interview

Responsibilities

• Respond promptly to Retention inquiries via telephone, email, and cases
• Handle inbound cancellation/downgrade calls from existing customers
• Identify reasons for cancellation and overcome objections in an effort to retain customers
• Carry out retention strategies to increase customer success/satisfaction and reduce overall churn
• Identify customer vertical/industry, in order to tailor the conversation to be unique and specific to the customer’s industry and marketing needs
• Utilize save offers appropriately and judiciously
• Build and maintain relationships with customers and co-workers through effective communication and collaboration through a variety of communication channels
• Special projects and tests as needed

Preferred Qualifications

Experience in a Finance and/or Retention setting a plus

Benefits

• The compensation package includes health and welfare benefits including paid leave
• A generous paid time off policy
• A competitive benefits package that supports the health and well-being of you and your family
• At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce