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Retention Specialist
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Retention Specialist
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Bilingual Retention Specialist
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Remote Customer Retention Specialist
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Records Specialist
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Senior Human Resources Project Manager
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RN Care Manager
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Travel Nurse RN
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Senior Human Resources Project Manager
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Travel Nurse RN
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Travel Nurse RN
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Travel Nurse RN
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Retention Specialist - Nashville, United States - Urbanex Pest Control
Description
Retention SpecialistJob Description
Overview
Retention Specialists are responsible for taking phone calls and responding to emails from customers who indicate their desire to cancel their account.
Retention Specialists must understand why the customer is requesting to cancel their account and provide solutions, value statements, product offers, or upgraded services that would solve the customer's problem, and thus result in the customer maintaining their service.
ResponsibilitiesTake incoming calls and respond to emails for cancellations.
Ask probing questions to understand the customer's needs.
Offer retention options to the customer within company parameters to prevent attrition
Provide thorough notes on cancellation reasons, retention strategy, and any other services or actions mutually agreed upon.
Handle complex and high-level escalated inquiries from customers.
Educate customers and set proper expectations.
Communicate and coordinate with internal departments to resolve issues.
Follow up with customers to ensure the highest level of customer satisfaction.
Exercise patience and understanding when a customer is frustrated.
Demonstrate extraordinary interpersonal skills with the ability to quickly establish rapport with the customer.
Create a positive customer experience by taking responsibility for finding a resolution for the customer and seeing it through from start to finish.
Utilize software to update customer accounts, schedule services, and make changes as necessary with an attention to detail.Maintain a high focus on achieving the targets established by management.
Other duties as assigned.
Qualifications:
High school diploma or equivalent.
Minimum of 3 years' experience in a customer facing position, preferably in a sales or retention role.
Previous experience with PestRoutes preferred
Candidates must be willing to complete a background check for this position
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