2-10 HOME BUYERS WARRANTY Customer Retention Specialist Salary in the United States

Customer Retention Specialist

Targeted compensation:  $17/hr plus commission up to $2K /Month (uncapped commission)
Compensation commensurate with experience and skill set

Who is 2-10 HBW?

2-10 Home Buyers Warranty (2-10 HBW) is a leader in both the structural and home warranty industry.  Our mission is to improve the quality of housing and the experience of home ownership.

Founded in 1980 and based in Denver, we support builders, real estate agents, and homeowners with our comprehensive suite of home-protection products, including structural, systems and appliance warranties. We are an industry leader protecting one out of every six new homes in the U.S.

2-10 HBW continues to expand its footprint, and we want you to help us take our next and biggest step forward.  

Please watch our 2 minute video to see what it's like to join our team! https://www.2-10.com/careers-welcome/ 

Why us?

2-10 HBW is proud to have built a culture that’s supportive, ambitious, and trustworthy. Our culture invests in your development allowing you to reach your maximum potential.  We offer flexible work schedules to encourage a healthy work–life balance. Success is celebrated and rewarded with incentives and recognition throughout the year. We invite you to contribute your talents and pursue your career with us.

What is the role and where can you add value?

Our Customer Retention Specialists are highly skilled communicators who build loyalty and trust, find mutually beneficial solutions, and educate customers on the value of 2-10 Home Buyer’s Warranty. We are looking someone who is confident, self-motivated, and driven to success through goal attainment and customer satisfaction.  As a Retention Specialist, you will be responsible for minimizing customer churn by strategically offering products and add ons at the price point that meets the needs of the customer’s budget.

Core Job Responsibilities:

• Owns the customer experience – thinks and acts in ways that put our customer’s interests first.
• Empathizes with customers and helps them resolve outstanding issues.
• Uses active listening and assume ownership of the customer issues through to resolution.
• Communicates a professional sense of urgency with various departments to rectify issues.
• Uses customer service, sales and value-based techniques to prevent cancellation.
• Achieves established monthly goals including saves rate & credit card payment recovery tasks.
• Uses excellent customer service skills to diffuse call escalations and provide satisfactory solutions that drive a world-class customer experience.
• Documents all interactions and decisions in a clear, concise and professionally written manner; in system notes according to standard operating procedures.
• Follows appropriate workflow processes.
• Demonstrates a high level of urgency and responsiveness to homeowner inquiries.
• Other duties may be assigned.

What skills and experience should you bring to this role?

• At least 2-3 years proven sales or customer service experience or combination thereof
• Excellent Customer Service Skills
• Exceptional oral and written communication skills
• Excellent organizational skills
• Problem solving and critical thinking
• Aptitude in Needs Based Discovery Questions
• Excellent Active Listening Skills
• Working knowledge of Windows, Microsoft Office and Web Navigation
• Ability to multi-task
• High School diploma or GED.