Retention Specialist
LeadVenture™
Retention Specialist
Dealer Spike LLC
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Responding to cancellation requests by phone and email
- Respond to customer inquiries through email or phone ensuring challenges are resolved
- Be available for incoming phone calls and transfers; this role requires a great deal of time on the phone
- Demonstrate steps necessary to address, fulfill or complete customer challenges
- Express best practices and company philosophy and make suggestions about operations
- Work with other teams to help customers resolve issues
- Troubleshoot with customers
- Mark customers Cancelled or Saved in system to ensure correct billing
- Request credits/refunds when appropriate
- Renew contracts when possible
- Reach out to customers who have left negative reviews to try to retain business
- Act with professionalism with customer satisfaction as a priority
- Coordinate with internal teams and use CRM/ticketing systems
Requirements
- 2+ years’ experience in the following areas
- Excellent Customer Service Skills
- Excellent Phone Etiquette
- Excellent Listening Skills
- Written Communications
- Organizational Skills
- Sales Experience (not required)
- General Computer Troubleshooting
- Remote Support (GoToMeeting, GoToAssist)
- Best Practices Consulting
- CRM Ticketing System
- Search Engine Optimization
- Google Analytics
- Internet Consulting
- Internet Browser Support and Settings
- Windows Operating System
- Knowledge of how car dealerships operate
- Must be organized
