Job description
The Advocate is looking for a Retention Specialist to join our team!
General Summary of Position: Retain subscribers that have been sold by various sales sources including from voluntary from online sources. Responsible for “saving” or retaining subscribers that are currently placing a cancellation request selling values and services of product and programs to existing active subscribers and other inbound and outbound projects related to retention of subscribers active and former.
Primary Responsibilities and Essential Duties:
- Practice sound industry and business ethics
- Explain benefits and products successfully by utilizing effective sales and persuasion skills in addition to solid knowledge of the company's products and other products
- Contact a variety of subscribers with recently requests to cancel; have been marked as risk for cancellation by Mather and or other resources. i.e. credit card declines, in grace and non-renewals.
- Handle inbound and outbound calls to assist with renewals, cancellations, and service subscriber accounts
- Assess needs and goals, and recommend appropriate products / assist with registration and use of all websites and mobility including apps and devices
- Follow internal processes and procedures to ensure that transactions are handled in accordance with company and agency policies, practices, and guidelines
- Meet retention goals as established, while maintaining quality standards for all lines of products
- Provide excellent customer service with a positive and comforting demeanor, pace, and tone
- Demonstrate regular attendance and punctuality
Education, Experience, and Knowledge Requirements:
- Good knowledge of Microsoft Office
- Strong knowledge of sales and marketing – knowledge of principles and methods for promoting and selling products or services.
- One + years of experience with Digital Sales
- Good knowledge of Customer and Personal Service – knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Skill and Ability Requirements
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- Highly competent at multi-tasking
- Must have high attention to detail
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Able to overcome objections
- Brings an enthusiasm for providing the best customer service experience whether an internal or external customer
- Able to operate in a fast-paced, high-growth work environment and tolerate ambiguity as we continue to grow and develop
- Flexible, relish a challenge, and look forward to conquering daily tasks
- Ability to solve problems by applying general principles to specific problem situations in a logical and consistent manner.
- Must be coachable and accept constructive assessments
- Willing to take feedback and implement it immediately
- Thrives in a fast paced, ever changing environment
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