Customer Retention Specialist (Work from Home)

Position Description: The Customer Retention Specialist works as a member of the Truvista Customer Retention Team to ensure high levels of satisfaction and low levels of customer churn as a result of successful proactive and reactive interactions with our customers. High-level responsibilities include proactive touchpoints and communications with new and existing customers, customer disconnect request handling and “save” attempts, and former customer “win-back” sales. He/she partners effectively with Sales, Marketing, Field Operations, Network Operations and Finance departments to achieve assigned customer satisfaction and retention objectives. Essential Job Functions: Achieve assigned customer satisfaction, customer retention and former customer win-back sales objectives Contact new and existing customers following service installations, trouble ticket resolutions, repeat technician visits, and customer call requests from our Net Promoter Score Surveys to ensure customer satisfaction Escalate customer installation and service issues for assistance and resolution when appropriate and maintain contact with the customer until final results and customer satisfaction is achieved Partner with Sales, Marketing, Field Operations, Network Operations and Finance departments as needed to address customer opportunities and issues in a timely manner Handle customer disconnect requests and perform customer “save” attempts Contact former customers to present win-back offers and close sales Develop and maintain an in-depth understanding of Truvista value propositions and product offerings Maintain a strong working knowledge of market competitors and their sales and marketing strategies Develop trusted relationships with customers and use a consultative, solutions-based approach during customer interactions Customize and present compelling value propositions and solutions to existing and former customers Develop and maintain a list of referenceable customers to help close former customer win-back sales Act as a “voice of the customer” for Truvista and prioritize and communicate customer needs to the Truvista leadership team Update and maintain accurate customer contact information and records in the Truvista sales system Promote a positive reputation and brand image for Truvista in our service areas Complete additional duties and projects as assigned by management Practice consistent and on-time attendance Knowledge, Skills and Abilities: Leadership - Inspires and motivates others to perform well, provides vision and inspiration to peers, and gives appropriate recognition to others. Exhibits sound judgment and makes good business decisions. Professionalism - Maintains a professional appearance. Approaches others in a tactful manner, reacts well under pressure, and treats others with respect and consideration regardless of their status or position. Accepts responsibility for his/her own actions and follows through on commitments. Interpersonal Skills - Focuses on resolving conflict vs. blaming others, maintains confidentiality, and is open to coaching and new ideas Communications - Speaks clearly and persuasively in both positive and negative situations, listens and gets clarification, and responds well to questions. Able to compose professional business correspondence. Knowledge, Skills and Abilities – Continued: Interpretation - Able to read, analyze, interpret, develop and negotiate contracts Teamwork - Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeed Customer Service - Effectively manages difficult or emotional customer situations, solicits customer feedback to improve service, and meets customer commitments Organizational Support - Follows policies and procedures and completes administrative tasks correctly and on time Planning and Organizing - Prioritizes and plans work effectively and uses work time efficiently Computer Skills – Possesses solid operating knowledge and ability in Microsoft Word, Excel, PowerPoint, and Outlook Qualifications : High school diploma, GED or equivalent combination of education and experience Two-year or four-year degree is a plus One year of related training and experience Industry experience is preferred