Customer Retention Manager jobs in Massachusetts

Job Description

We are seeking a Customer Retention Coordinator (CRC) to join our Customer Engagement Center (CEC) team. The primary role of the CRC is to partner with the Retention Manager and Customer Engagement Specialists to enhance the Voice of the Customer (VOC) and support ongoing strategies and initiatives to retain and grow existing customers in support of our evolution to a premium service. The CRC will enable results through innovative strategies to retain, enhance and grow our customer experience. The Retention team will speak with existing residential and commercial customers that wish to change or cancel service in an effort to save them, and the VOC outbound team will proactively reach out to customers who have answered surveys indicating opportunities with our service to learn more and help resolve outstanding issues or concerns.

Reporting Location: Remote

Schedule: Monday – Friday, availability between the hours of 10 AM and 9 PM EST, Weekend 8 AM - 4 PM EST (rotational)

Compensation: $17.47 / hour shift differential paid for applicable hours worked (compensation is based on experience and geographic location)

Customer Retention:

• Assist with report-outs on performance and business updates to the Customer Retention Manager
• Intervene and handle the most sensitive escalated issues and customers concerns as needed
• Pilot test for the business as needed and report critical data
• Other duties as assigned

Customer Retention Coordinator Core Responsibilities:

• Incorporate and implement specialized save tactics to retain customers
• Report customer trends and recommend solutions for customer save tactics
• Partner cross-functionally with Operations, Supply Chain, and other business partners, as needed, to deliver Premium Customer Service

Voice of the Customer:

• Grow existing customer accounts through exceptional customer service and effective sales techniques
• Interface with customers across multiple communication channels to address sensitive customer complaints to retain customers

Qualifications

• Bachelor's degree preferred
• 1-3 years of previous experience in a call center environment preferred
• 1-2 years of experience with BlueTriton Brands preferred
• Knowledge of Engage preferred
• Strong problem solving and analytical skills
• Ability to work independently and as part of a team
• Ability to work well in a high volume/fast-paced environment
• Excellent organizational and time management skills
• Exceptional written and oral communications skills
• Detail-oriented, able to multitask and meet deadlines
• Proficiency with Microsoft Office Suite
• Knowledge of telecommunication workforce management tools, predictive dialing equipment, CTI and other related inbound technology and associated phone switch reports preferred

Technical Qualifications and Requirements:

• The employee must have a space in his or her place of residence suitable for the installation of a Home Agent workstation.
• Work environment must be free from distractions, including any background noise that impacts the customer experience
• The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information
• Prior experience with setting up and troubleshooting remote workstation (i.e. computer, phone, modem, router, etc.) preferred.
• Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). You may not use satellite internet providers.
• Your device must be directly connected to router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection.
• Must be able to certify compliance with requirements regarding internet speed and connection