The Digital Engagement Specialist will focus on customer retention through automated and personalized digital communication channels. This role will ensure that customers in Segment D, and potentially other segments, are actively engaged and successful with the company’s products and services. The specialist will monitor digital interactions and health scores to proactively engage customers and prevent churn
.Primary Duties & Responsibilities:
- Manage and optimize automated digital communications to enhance customer retention in Segment D.
- Monitor customer health scores, usage trends, and retention metrics to proactively address at-risk customers.
- Use data-driven insights to personalize digital outreach aimed at increasing engagement and reducing churn.
- Collaborate with support and product teams to escalate and resolve advanced customer concerns, ensuring smooth retention-focused customer experiences.
- Implement feedback loops from customers into digital communication strategies to better address common retention issues.
- Continuously assess and refine digital engagement strategies to improve retention rates, customer satisfaction, and overall health scores.
- Respond to complex customer inquiries requiring more advanced solutions, leveraging digital channels for efficient resolution.
- Assist with customer retention efforts across all segments during high-demand periods or employee absences.
- Adheres to all confidentiality and compliance regulations.
- Performs other duties as assigned.
Minimum Education & Work Experience:
- Bachelor’s degree in business or related field preferred
- Minimum of 2 years in customer support, engagement, or a similar role focused on digital retention.
Key Skills & Qualifications
- Ability to analyze customer data and proactively address customer needs and concerns.
- Experience with customer relationship management (CRM) tools and retention strategies.
- Familiarity with customer retention metrics such as churn rate and lifetime value.
- Client-focused operational professional with experience in building and maintaining strong customer relationships.
- Expertise in measuring success via customer support metrics and KPIs.
- Strong phone presence and experience training virtually.
- Demonstrates high-level problem solving and analytical skills, excels under pressure and is results driven.
Physical Demands and Work Environment:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
- Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds.
- Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
- Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
- Noise level in the work environment is usually moderate.
- Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.
