What are the responsibilities and job description for the Retention Team Lead position at Fluent?
Job Description: Who We Are
Fluent Home is a leading smart home company in North America & Canada. In today's competitive Home Security/Home Automation market, we are committed to producing the highest quality with unmatched customer service. Our vision is simple, provide the very best for our customers while maintaining an incredible culture and experience for our employees. Dedicated to being a leader in the industry, we provide our customers the full home experience with intelligent products and services, Fluent delivers an integrated smart home system with in-home consultation, professional installation and support. We are looking for a highly self-motivated individual that has the desire to positively impact the growth of our company and provide an exceptional experience for our customers and employees. This position sets a path for future leadership opportunities within our organization.
Fluent Home is a leading smart home company in North America & Canada. In today's competitive Home Security/Home Automation market, we are committed to producing the highest quality with unmatched customer service. Our vision is simple, provide the very best for our customers while maintaining an incredible culture and experience for our employees. Dedicated to being a leader in the industry, we provide our customers the full home experience with intelligent products and services, Fluent delivers an integrated smart home system with in-home consultation, professional installation and support. We are looking for a highly self-motivated individual that has the desire to positively impact the growth of our company and provide an exceptional experience for our customers and employees. This position sets a path for future leadership opportunities within our organization.
Why You’ll Love Working Here
- Fast paced environment with amazing culture
- Competitive compensation
- Consistent recognition
- Dedicated leaders/mentors
- Full health benefits
- Paid Holidays
- Paid/Unpaid time off
- Employee pricing on Fluent products
- Opportunity to make a meaningful impact in the communities where you work and live with our Fluent Gives Back Program.
- Career development and continued leadership opportunities
- Casual dress code
- Frequent company/department incentives
Customer Retention Team Lead: The Customer Retention Team Lead plays a vital and essential role in the Customer Experience at Fluent Home. In this leadership role, the Customer Retention Team Lead will work to maintain company KPI’s and help create new performance metrics. Analyze department headwinds and help provide solutions for future success. You will be responsible to motivate, coach, build up our Retention Specialists. The Retention Team Lead will be given the authority to make changes needed to impact our company projections. You will have the tools necessary to help create an environment where agents can succeed. Our contact center handles multiple channels of communication, from Phone, Email, Chat, and Social Media.
Job Responsibilities
- Creating, optimizing, and evolving retention strategies directly related to increasing customer lifetime value.
- Work in partnership with other departments on identifying trending areas of improvement. Provide solutions to positively impact customers experience & reduce attrition.
- Create strategies to strengthen our relationship with our customer base.
- Develop and implement training material and resources for the Retention specialist team.
- Maintain a direct overview of department KPI’s and accountability metrics.
- Report to upper level management on consistent basis.
- Retain new and end-of-term customers through resolving customer issues and renewal offers.
Required Skills And Experience
- 2 years related experience.
- Have strong knowledge in sales and advance knowledge of retention programs.
- Self-motivated
- Experience in marketing, communications or business application.
- Computer proficiency.
- 2 years of experience within a metric driven and sales environment with record of achieving sales and retention goals.
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