Leevin Group

Customer Retention Specialist

• Proactively contact customers in their notice period, presenting retention and relocation options
• Manage the relocation process, ensuring speed, organization, and accuracy when transferring customers to new properties
• Help prevent vacant units by leveraging current resident referrals and waitlists
• Support the Sales Supervisor on assigned cases, ensuring proper follow-up for each situation
• Update reservation statuses and stages in internal systems, such as DM and Freshdesk
• Ensure proper key management during check-in and check-out processes
• Open tickets in Fixflo when necessary, ensuring appropriate communication with the Maintenance team
• Provide customer service and communicate with customers via phone and email
• Prepare weekly performance reports, tracking metrics such as retention rate, relocation time, and impact on occupancy

Customer Retention Agent

Sales

• Prospect new customers through social media, online communities, referrals, networking, and other channels
• Manage leads by providing customer service, follow-ups, and tracking opportunities through to conversion
• Understand customers' needs and present suitable accommodation options
• Guide customers through the entire booking process, from initial contact to confirmation
• Identify and overcome objections, using negotiation techniques to maximize conversions
• Keep the CRM and sales pipeline up to date, recording leads, contacts, opportunities, and sales
• Identify opportunities for new bookings, extensions, referrals, and customer retention
• Work in partnership with Sales and Marketing teams, sharing relevant information and feedback
• Meet individual sales and conversion targets

Customer Retention Agent

Virtual Sales Agent