Summary of Job:
The primary responsibility will be the retaining customers in the customer base who express a desire to cancel services. Retention agents look to retain customers' business as well as individual products and services. The Agent will use probing questions to find the main reason the client is choosing to cancel or end their business relationship with the company. The Agent will look to retain the customer and/or products and services by utilizing appropriate saves strategies that it the cancel reason.
Essential Duties and Responsibilities:
To retain customers wishing to cancel products and/or move business to competitors, this can include discounted pricing, promotions, and upgrades/downgrades of plans, or simply soothing customer's frustration.
Educate customers on current products and services using features, functions and befits to convert cancellation calls into saves.
Save efforts can involve resolving technical issues through escalations using the ticketing system or redirecting customers to other departments, for additional assistance outside our scope of support.
Saves opportunities are not limited to inbound calls, they may include the following: Callbacks from other departments; Finance, Executive Support and Social Media requests; and other instances where product cancellations are needed.
Properly manage billing escalations including refunds, within the refund policy, relating to auto-renew, discounted pricing, requests for downgrades, add-ons, etc.
Meet performance measures for quality, efficiency, utilization and customer satisfaction.
Keep updated on all process developments and changes, using this information to solve customer issues.
Provide customer feedback to the company for improvements in products, services, and customer satisfaction. Document all cancellation tickets properly using the cancel reasons the customer provides.
Actively support, at all times, company policy and best practices in the area of pricing and security, with special emphasis on the protection of sensitive customer information.
Previous experience with inbound and outbound customer service.
Excellent oral and written communication skills.
General knowledge of Internet and Internet terminology.
Previous call center experience.
Previous experience retaining customers preferred.
Must be able to work between the hours of 8A - 8P EST.