Customer Retention Specialist

Job DetailsDescriptionGeneral Purpose & Essential Duties:The Customer for Life Specialist is responsible for delivering exceptional customer service and solutions through implementation of customer retention strategies to increase loyalty and retain business. Individuals in this role work directly with customers who are at risk of cancelling services by addressing complaints and implementing retention strategies with the goal of increasing satisfaction and securing customer renewals or saves.Negotiate renewals or saves to retain customers and upsell products and servicesPerform customer negotiation and reach a fair conclusion from both Guardian and customer perspectivesConsistently meet or exceed retention productivity goalsRetain an average of 70% or better of all cancellation calls received each dayRetain an average of 70% or better of all revenue relating to cancellation callsResolve all customer calls within 24 hours to improve overall cancellation rateEnsure knowledge of competitors’ services in order to demonstrate Guardian’s features and benefits advantages over the competitionTracks contracts that are soon to expire and contact customers directly for renewalsAnalyze customer feedback to develop new techniques to ensure customer retentionProvide excellent customer service and ensure a positive customer experienceBuild positive working relationships with customers at risk of cancelling for additional/repeat business purposesWorks closely with sales, customer operations and field service teams to assist in customer retention when necessaryMaintain current retention queue in MAS and document all pertinent information following all customer contactsRequired Skills, Abilities, Education & ExperienceExcellent communication skills including active listening.Ability to remain calm and in control during difficult conversations.Service-oriented and able to resolve customer grievances.Strong organizational and attention to detail skillsProficient computer skills with the ability to learn new software.Knowledge of, or ability to learn, product, service, or area of customer service specialization.High school diploma or equivalent.Customer service experience required.Some experience with the product or service to which the specialist will be assigned preferred.