Job Title: Customer Loyalty & Retention Specialist
Reports To: Advantage Operations Manager, Customer Care & Loyalty
Location Address: FSO, Richardson, TX
Position Summary
Handle customer interactions by phone and email to address customer complaints/issues and account termination requests. Utilizes provided strategies to defuse customers and retain customers in the Advantage program. Ensure that customers have a clear understanding of the Service Experts Advantage program. Provides general administrative support though the early terminations process to the Service Experts Advantage team, while following and facilitating the standardized processes and procedures set forth for specialized programs outside of normal data and processing at the field level. Utilizes various computerized systems and software to perform tasks. Work is performed under general supervision with latitude for decision making within assigned guidelines.
Key Responsibilities
- Handles a high volume of inbound calls, some outbound calls for follow up will be required.
- Handles escalated customer concerns.
- Handles customer cancellations and uses retention strategies via phone and email to reduce early terminations.
- Reiterates features and benefits of the Advantage program to existing, new, and potential customers.
- Protects the integrity of data per company and GAAP.
- Facilitates all early termination requests, including hand-off and follow up of account terminations to the back-office group.
- Calculate and present to customers the early termination amount, and in some instances negotiate appropriate discounting, obtain from leadership, generate customer letter, and communication with the customer and acquisition of the customer approval.
- Tracks all buyout requests and the reason for the buyout via Quickbase.
- Facilitates all asset transfers and customer information updates.
- Processes all received payments via standard protocol and facilitates all refund requests.
- Communicates regularly with leadership regarding any trends or areas of opportunity.
- Represents the company professionally, honestly, and ethically in all business matters and activities.
- Performs similar/other duties as needed or assigned.
- Process online payments Credit/Debit Card or Bank Account via Wells Fargo Payment Portal.
- Must be able to make critical customer experience decisions.
- Other duties as assigned.
Required Qualifications
- Must have a high school diploma with a minimum of 3 years of customer service or sales experience or completion of some college coursework with 2 years of customer service or sales experience.
- Some call center experience is preferred but not required.
- Must be comfortable handling a high volume of calls and emails on a daily basis.
- Persuasive
- Highly organizedand effective follow
- Ability to maintain confidentiality of customer information and other sensitive data.
- Ability to work well under pressure
- Ability to multitask in a busy work environment and to organize and manage multiple priorities.
- Excellent customer-service skills, verbal and written, as well as interpersonal skills to include effective customer complaint resolution and the ability to work with a diverse customer population.
- Must have working experience in a customer relationship management and billing systems, and external database trackers and can navigate through various systems simultaneously.
- Working experience and proficient in Microsoft Word, Excel, Teams, and Outlook software applications.
- Ability to communicate effectively with co-workers in a pleasant, business-like, and customer-focused manner.
- Ability to work effectively and productively in both a team environment as well as independently.
Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.
Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email [Confidential Information]