Senior Retention Specialist
Job Summary
The Senior Customer Retention Specialist loves to drive results and promote the highest level of client satisfaction by turning a client into a true partner and developing real, authentic relationships. Client success is a top priority at ProSites and as such, we empower our employees to drive that message home with our clients. You constantly are looking to identify & cultivate business growth opportunities while ensuring a high level of continuous client satisfaction. Our clients must be real relationships you value, and you would do anything to maintain a high level of trust with them.
Responsibilities:
- Analyze customer feedback and ensure customer retention.
- Develop and maintain knowledge of the company’s products, services, policies and procedures.
- Report accurately on calls inbound and outbound, and call details on CRM (Salesforce).
- Develop valuable rapport with clients, provide analysis and suggestions of services they have and what they would benefit from.
- Demonstrate outstanding customer service through phone, email and chat support.
- Exhibit exceptional organizational skills and maintain up-to-date documentation of all client activities throughout the agency
- Have an extremely high level of ownership and responsibility; represent the client internally
- Collaborate and offer insight to customer retention campaigns by recognizing triggers based on customer behavior
- Other duties as assigned by management
Requirements:
- 3+ years of customer retention experience at a SaaS company
- 5+ years of customer service experience in a fast paced, customer focused environment
- Proficiency in Microsoft Office (including Word, Excel, PowerPoint, etc.)
- Familiarity with CRM, preferably Salesforce.com, or similar systems required
- Strong time management and project management skills
- Comfortable learning, using and discussing very granular elements of website technology and integrations
Benefits:
- Excellent benefits package that includes a 401K match, medical, dental, vision and more
- Company Events
- Generous vacation (3 Weeks) and paid holidays
- Amazing and frequent team building events
60000.00 To 80000.00 (USD) Annually
