Retention Agent

Position Description: The Retention Agent will be the second level in the effort to retain existing customers and providing fair solutions to customers who may otherwise decide to cancel their existing services. A person in this role will utilize active listening, empathy, negotiating and creative problem solving in order to retain the customer. Individual will have a wider scope of parameters in regards to what they can offer in the way of a reduction in price per gallon, service contracts, and overall service billing.

Key responsibilities and essential job duties include, but are not limited to:

• Correspond with customers via phone (inbound & outbound) as well as email to address complaints with the goal of increasing satisfaction / retention
• Maintain up to date knowledge about the company’s promotions and products
• Identify opportunities for process improvement that positively impact the customers’ satisfaction
• Offer discounts or special deals as needed and within pre-established limits
• Touch all aspects of customer service from answering billing questions to escalation of complex issues
• Contact customers who have taken their complaint to social media outlets
• Accurately notate all customer interactions
• Provide customer feedback to the appropriate internal teams
• Generate weekly log reports

Qualifications:

• A high school diploma or equivalent
• At least one year in the customer service field
• Excellent problem solving skills which include utilizing good negotiating skills
• Ability to remain calm and level headed during difficult situations
• Excellent written and verbal communications skills
• Dependable and punctual