Retention Specialist

Why this role is important:

As a member of the Retention team, the Retention Representative is responsible for maintaining Vonage customers via inbound calls and/or Correspondence via SalesForce. The Retention Agent is also responsible for maintaining an acceptable customer save rate following all Vonage policy and procedural guidelines designed and approved by Vonage for the purpose of customer retention.

What you will do:

• Meet all given goals and objectives for customer save rate, stick rate and other related metrics
• Ability to ask questions to determine reason why a customer is looking to terminate their service
• Ability to understand customer needs and offer a solution that will save them from leaving.
• Processes orders via inbound call handling, prepares correspondence, and fulfills needs of existing customers that are at risk of canceling services or order
• Addresses complaints with the goal of increasing satisfaction and securing customer saves
• Provide customer-focused solutions using clear and descriptive method
• Manage and complete projects in a timely manner
• Meet all given goals and objectives for customer save rate, stick rate and other related metrics
• Track case tickets within a Customer Relations Management System to Document resolutions for future reference both internally and externally
• Offers discounts or special deals as needed and within pre-established limits
• Work closely with multiple departments to resolve customer issues
• Identify reason(s) for customer dissatisfaction and/0r discontinuance requests in a timely manner and assist Vonage in meeting company wide initiatives in retaining customers
• Communicate customer feedback findings to management
• Consult with and research customer concerns; explain billing charges and credits.
• Provide operational and systems suggestions to management
• Other duties as assigned

What is required:

• Sales or Customer Retention experience required
• Ability to work independently as well as in a team environment
• Excellent communications; verbal and written
• Ability to handle stressful situations and deadlines
• Professional phone and typing skills
• Ability to maintain poise and productivity in a fast paced environment
• Ability to multi-task and adapt to change

Preferred Knowledge:

• Excellent customer service skills (friendly, courteous and helpful)
• Excellent grammar (Verbal and Written
• Salesforce experience
• Must demonstrate creative and independent thinking
• Good computer skills including emailing and Internet usage

Education:

• High School Diploma or GED; or equivalent combination of education and experience.

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