Retention Specialist
Dealer Spike LLC
Job Level
JuniorMid-Level
About the role
- Responding to cancellation requests by phone and email
- Being available for incoming phone calls and transfers
- This role requires a great deal of time on the phone
- Working with other teams to help customers resolve issues
- Troubleshooting with customers
- Marking customers Cancelled or Saved in our system so they are billed correctly
- Requesting credits/refunds when appropriate
- Renewing contracts when possible
- Reaching out to customers who have left negative reviews to try to retain their business and to change that to a positive review
Requirements
- 2+ years’ experience
- 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 is necessary
- Must be organized
