Retention Specialist

Summary

Join Vonage's Retention team as a Retention Representative and help maintain Vonage's customer base. You will handle inbound calls and correspondence via Salesforce, addressing customer complaints and offering solutions to prevent cancellations. Responsibilities include processing orders, preparing correspondence, and meeting save rate goals. You will track case tickets, offer discounts, collaborate with other departments, and communicate customer feedback to management. The role requires sales or customer retention experience, excellent communication skills, and the ability to handle stressful situations. Vonage offers competitive pay and benefits, including medical, dental, vision insurance, 401k, and PTO.

Requirements

• Sales or Customer Retention experience required
• Ability to work independently as well as in a team environment
• Excellent communications; verbal and written
• Ability to handle stressful situations and deadlines
• Professional phone and typing skills
• Ability to maintain poise and productivity in a fast paced environment
• Ability to multi-task and adapt to change
• High School Diploma or GED; or equivalent combination of education and experience

Responsibilities

• Processes orders via inbound call handling, prepares correspondence, and fulfills needs of existing customers that are at risk of canceling services or order
• Addresses complaints with the goal of increasing satisfaction and securing customer saves
• Provide customer-focused solutions using clear and descriptive method
• Manage and complete projects in a timely manner
• Meet all given goals and objectives for customer save rate, stick rate and other related metrics
• Track case tickets within a Customer Relations Management System to Document resolutions for future reference both internally and externally
• Offers discounts or special deals as needed and within pre-established limits
• Work closely with multiple departments to resolve customer issues
• Identify reason(s) for customer dissatisfaction and/0r discontinuance requests in a timely manner and assist Vonage in meeting company wide initiatives in retaining customers
• Communicate customer feedback findings to management
• Consult with and research customer concerns; explain billing charges and credits
• Provide operational and systems suggestions to management
• Other duties as assigned

Preferred Qualifications

• Excellent customer service skills (friendly, courteous and helpful)
• Excellent grammar (Verbal and Written)
• Salesforce experience
• Creative and independent thinking
• Good computer skills including emailing and Internet usage

Benefits

• Medical, Dental & Vision Insurance
• 401k
• PTO