Retention Specialist

Summary

Join Constant Contact as a Retention Specialist and play a crucial role in retaining our valued customers. You will utilize exceptional customer support and negotiation skills to demonstrate the value of our products and services. Your responsibilities include handling inbound cancellation calls, identifying reasons for cancellations, and implementing retention strategies. You will investigate problems, track cancellation reasons, and take ownership of customer concerns. This customer-focused role requires strong communication, problem-solving, and organizational skills. We offer a competitive compensation package, including health and welfare benefits and paid leave, along with a flexible hybrid work model.

Requirements

• Must not be on any attendance or performance plans
• 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 is a plus

Benefits

• Health and welfare benefits including paid leave
• Additional on target commission pay or bonus
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
• Professional development opportunities
• Hybrid work model