Customer Retention Specialist (Tier 1)

Retention Express LLC is a leading, high-touch BPO contact support center specializing in retention solutions for membership and subscription-driven businesses. Our mission is to provide unparalleled customer experiences and first-call resolution, all while helping our clients retain their valued customers across all customer-contact channels. Headquartered in Atlanta, Georgia.

About the Role

As a Tier 1 Customer Retention Specialist specializing in customer Retention in a niche, membership-driven industry, you will be responsible for preserving and enhancing customer relationships. Your primary duties will include taking high call volumes daily, resolving complex billing inquiries, handling customer retention efforts, and facilitating refunds when necessary. You play a pivotal role in ensuring customer satisfaction and loyalty for the brands we represent, primarily in the express car wash industry.

Excellent written and oral communication skills, and can convey details clearly at all touchpoints with the customer across all channels.

What You'll Do

• We utilize a full tech stack of tools and programs, and you must be able to demonstrate your ability of prior use of tech platforms.
• Respond to all customer support inquiries timely and accurately through our ticketing system platform.
• Upholds our customer care standards by understanding, meeting, and exceeding specific KPIs including response times, resolution times, after call work, attention to detail, retention save metrics and more.
• Brings their A game to every customer interaction across all channels including phone, texting, email, social media messenger and chat – live and passive.
• Ability to prioritize work effectively, including successfully multitasking customer issues.
• Comfortable using a wide variety of tech platforms and quickly becomes a PRO in them.
• Prior experience in but not limited to POSs (Point of Sale software), Zendesk, Fresh Desk, Slack, CRMs, TalkDesk, Zapier, NiceIn Contact, Google Suite, Ring Central and other CCaaS platforms.
• Work effectively as part of a team to achieve individual, team, and departmental objectives, sharing knowledge and skills as appropriate.
• Takes ownership and provides professional communication with our clients’ customers at every touch point across all touchpoints.
• Excellent written and oral skills and communicate details clearly across all touch points with the customer over all channels.
• Accurate representation of the client, their product set and culture with each customer interactions with us.

Qualifications

• Proven experience in customer service, with a strong track record of handling daily high-volume ticket resolutions and inbound calls, including issues and customer retention efforts.
• Excellent communication skills, both verbal and written, with the ability to negotiate and communicate effectively with customers.
• Communicate in English fluently, Spanish is a plus.
• Proficiency in customer support software, POS systems, and other various tech stack tools.
• Strong problem-solving abilities, focusing on finding creative solutions to billing disputes and retaining customers.
• Motivated by success and taking pride in driving value back to our clients in reducing voluntary and involuntary churn to help them grow their business.
• Ability to work independently and as part of a team.
• Reliable, accountable, and own up to mistakes.
• The role requires an appropriate work-from-home environment that supports handling high volumes of inbound calls, including outbound calls, SMS, emails and chat follow-ups.