Retention Specialist/Inside Customer Service Representative Job in Arlington 02474, Massachusetts US

Retention Specialist/Inside Customer Service Representative

 Full-time Monday - Friday

 

Summary of duties and responsibilities

 

Duties include but are not limited to the following: making sure customer cancellations are coordinated effectively to minimize possible loss to recurring revenue; ensuring overall profitability in controlling company attrition rates; seeking to re-sign new customers moving into locations with existing systems; seeking to sell new installed systems; assure customers who relocate satisfaction by servicing client needs and representing the company’s products and services in a clear and positive manner in accordance with company policy.

 

 

                   Retention of customers, save canceling clients, re-signs existing systems and clients.

·         Handle all incoming telephone calls related to cancellations of recurring services.

·         Save canceling clients; resign existing systems and clients.

·         Work with Command Center Manager to ensure accurate accountability of all cancellations, saves, and resigns.

·         Prepare all associated paperwork for cancellations of services.

·         Locate appropriate company resources to assist clients when needed.

·         Direct complaints concerning billing or installation/service issues to appropriate team for resolution.

·         Maintain confidential information related to client transactions, including pricing, problems with equipment and installation.

·         Develop and maintain good relationships with prospects and clients.

·         Keep Retain Resign Marketing written procedure up to date. 

·         Assist Marketing/Sales Administration team with incoming sales leads and scheduling sales appointments according to policies established under supervision of the sales director.

·         Assist sales team, as needed with various administration tools and compile and produce sales reports as needed.

·         Communicate cooperate with all members of sales/marketing team.

·         New Business Development / Telesales tasks as needed.

Experience

 

This position requires an effective listener/communicator who is also a highly responsible team-oriented individual.  Prioritizes and plans work activities using time efficiently.  Understands business implications of decisions, displays orientation to profitability, and demonstrates knowledge of market and competition aligns work with strategic goals. Follows policies and procedures and completes administrative tasks correctly and on time, supports organization’s goals and values. Benefits organization through retain re-sign process.  Includes appropriate people in decision-making process and makes timely decisions. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.   


Education:

 

Desirable education requirements: Four year college degree and three to six months related experience and/or training; or equivalent combination of education and work experience. Candidate must be highly proficient with software applications such as Microsoft Outlook, Excel, and Word.