Customer Retention Specialist

• Answer inbound calls and respond to emails from customers with a potential cancellation
• Reach out to those who indicate they are having issues to prevent upcoming cancellations
• Work with customers who previously cancelled services to get them to reactivate their services
• Resolving concerns and presenting solutions in order to retain the customer’s business
• Use high value saving techniques to meet product and service sales retention targets
• Following up on customer complaints/concerns setting proper expectations and next steps for the customer
• Working through our database of cancelled customers to win them back
• Handle escalated customer issues requiring extensive problem solving
• Use training to retain and re-establish customers
• Notify customer and designated personnel of findings, adjustments, and recommendations
• Update and maintain customer databases with accurate customer information and timely data entry
• Positively represent the A Place for Mom brand in all written and oral communications

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