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Retention Specialist

Iris Nance Ins Agency Inc
VIRGINIA BEACH, VA Full Time
POSTED ON 5/10/2024

Job Description


Responsible for managing a company's relationship with existing clients. Also help to reduce customer attrition and optimize revenue by retaining existing customers and maximizing the current customer base. Primary responsibility is to create a positive environment for customers and create solutions to common pain points as they arise while also focusing on leveraging loyalty, engagement, and satisfaction to build lasting relationships between companies and customers.


Benefits


Flexible Schedule

Career Growth Opportunities

Mon-Fri Schedule

Hands on Training

Evenings Off

Paid Time Off (PTO)


Responsibilities


  • Communicating with customers via phone, email, or face-to-face to understand their needs and concerns
  • Resolving customer complaints in a timely and professional manner
  • Presenting product or service information to customers and suggesting upgrades or new products/services that may meet their needs
  • Providing feedback to the team on customer needs, problems, interests, and potential for new products and services
  • Keeping accurate records of customer interactions and transactions
  • Conducting exit interviews with customers who have cancelled their services
  • Working closely with other departments to ensure customer satisfaction and resolve issues



Requirements


Previous experience in a customer service or retention role.

Excellent communication and interpersonal skills.

Strong problem-solving abilities and a customer-centric approach.

Experience with CRM software and customer retention tools.

Ability to handle sensitive and complex customer issues.

Highly organized and detail-oriented.

Strong computer skills and familiarity with common office software.

Bachelor’s degree in Business, Marketing, or a related field.

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