Lead the full retention funnel: design lifecycle campaigns, automated email and in - app journeys, and run experiments. Use quantitative and qualitative analysis to identify churn drivers and collaborate cross - functionally to improve product adoption and long - term retention.
About the role
- Customer Loyalty Specialist for Zippy Shell handling sales retention through customer communication. Analyzing cancellation requests to negotiate and retain customer loyalty in a call center environment.
Responsibilities
- Take inbound calls in a supportive call center environment for current customers who may have expressed a need to cancel their move with us
- Make outbound follow-up calls and emails in attempts to overcome objections and retain the customer
- Will routinely work closely with our sales management team to understand pricing
- Responsible for gathering, cataloging, and processing retention data
- Use rapport/sales tactics to ensure customers thoroughly understand the value of the products we offer
- Scopes, approves, and adjusts pricing, as well as determines potential loss amounts.
- Prepares report orders saved, revenue retained, and potential revenue lost.
- Effectively manages pending cancellation or requests in accordance with sales/retention best practices
- Effectively handles all calls from customers or internal transfers alike
Requirements
- 1 – 2 Years Sales/Retention Processing Experience is a plus
- Ability to work in a call center environment
- Proven ability to work efficiently and desire to provide a high level of customer care in a high-volume environment
- Excellent verbal and written communication skills
- Familiarity with Passport and Infusionsoft is a plus
- PC proficiency with experience using Microsoft Outlook, Word and Excel
- Desire to work in a team atmosphere
- Must possess a positive attitude
Benefits
- competitive salaries
- paid time off
- matching 401K
- health and dental insurance
- robust benefits package
Job title
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