Customer Loyalty Specialist

Job Category: Customer Success Requisition Number: CUSTO001047 Posting Details Posted: August 29, 2024 Full-Time Locations Showing 1 location Remote - USA Job Details Description Our Loyalty Specialists are our front line experts in handling our high-risk clients. They handle all cancellation requests and most of our downgrade requests from clients. The goal of our Loyalty Specialists is to listen to our client’s issues with an empathetic ear and ultimately try to get them to move forward with a resolution that keeps them onboard. This position requires someone who loves to be on the phone and also is detail-oriented enough to see sometimes complicated situations to resolution. If no resolution can be reached, the Loyalty Specialist will be the individual to review the contract with the client to determine next steps. This position works cross functionally with our Client Success, Support, Training, Billing and Sales teams. Responsibilities: Handle escalated and at-risk clients with an engaging yet empathetic approach Manage clients moving towards cancellations with the end goal of reconciliation and client satisfaction Manage clients who want to downgrade with the end goal of keeping them on their current product if it better suits their business Skills: Have a “phone-call first” mindset Have excellent communication skills that are apparent in email and phone presence Have the ability to establish a great rapport with clients in a short timeframe Love formulating strategy, analyzing key data points, and problem solving in order to help clients drive better business results Enjoy working cross functionally with other teams while being responsible for your own client load Process and detail oriented and know how to balance competing priorities Requirements: 2 years of account management experience in a software/web environment Proven success when handling client escalations Strong objection handling experience Previous Salesforce experience is preferred An understanding of online paid advertising is preferred Experience in real estate is a plus At Inside Real Estate (IRE), enjoy a small company feel with big company growth, support, and stability. We offer a competitive total rewards package including: Competitive salary 3 Medical plans to choose from - 1 PPO and 2 HDHPs 2 Dental plans to choose from Vision HSA - company-funded FSAs - healthcare, limited purpose, dependent care Short-Term Disability - company-paid Long-Term Disability - company-paid Basic Employee Life Insurance - company-paid Voluntary Dependent Life Insurance Voluntary Accident Insurance Voluntary Critical Illness Voluntary Hospital Indemnity Legal Plan ID Protection Pet Insurance 401(k) Retirement Savings with company match Paid PTO/Vacation/Sick Time 11 company-recognized holidays Company-paid Parental/Disability Leave In addition, at IRE, we focus on driving top results providing: Opportunities to grow within our company; Potential to work in a remote setting; Exciting/energetic work environment and fun, creative culture. IRE EEO Statement - We believe that the unique contributions of all Insiders are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experiences we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status.