Also referred to as: At Risk Customer Support Representative II, Customer Service/Retention Representative, Experienced
Requirements and Responsibilities

Customer Retention Representative II processes orders, prepares correspondence, and fulfills needs of existing customers that are at risk of cancelling services or orders. Addresses complaints with the goal of increasing satisfaction and securing renewals or saves. Being a Customer Retention Representative II offers discounts or special deals as needed and within pre-established limits. Requires a high school diploma or equivalent. Additionally, Customer Retention Representative II typically reports to a supervisor or manager. To be a Customer Retention Representative II typically requires 1-3 years of related experience. May be entry level if some experience in the skill. Gains or has attained full proficiency in a specific area of discipline. Works under moderate supervision.

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