Customer Retention Specialist (Tier 1)
Retention Express, Atlanta, GA, United States
Tier 1 Customer Retention Specialist
Retention Express LLC is a leading, high-touch contact support center specializing in retention solutions for membership and subscription-driven businesses. Our mission is to provide unparalleled customer experiences, and first-call resolutions all while helping our clients retain their valued customers across all customer contact channels. Headquartered in Atlanta, Georgia. About the Role
As a Tier 1 Customer Retention Specialist specializing in customer retention, billing, and refunds in the car wash industry, you will be responsible for preserving and enhancing customer relationships. Your primary duties will include resolving complex billing inquiries, handling customer retention efforts, and facilitating refunds when necessary. You play a pivotal role in ensuring customer satisfaction and loyalty. What You'll Do
Operational duties/responsibilities include: Utilizing a full tech stack of tools and programs, demonstrating prior use of tech platforms. Responding to all customer support inquiries timely and accurately through our ticketing system platform. Upholding customer care standards by understanding, meeting, and exceeding specific KPIs including response times, resolution times, after call work, attention to detail, retention save metrics and more. Bringing their A game to every customer interaction across all channels including phone, texting, email, social media messenger and chat live and passive. Ability to prioritize work effectively including successfully multitasking customer issues. Comfortable using a wide variety of tech platforms and quickly becomes a PRO in them. Prior experience in but not limited to POSs (Point of Sale software), Zendesk! or Fresh Desk, Slack, CRMs, TalkDesk, Zapier, NiceIn Contact, Google Suite, Ring Central and other CCaaS platforms. Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate. Takes ownership and provides professional communication with our client's customers at every touch point across all touchpoints. Excellent written and oral skills and communicate details clearly across all touch points with the customer over all channels. Accurate representation of the client, their product set and culture with each customer interactions with us. Qualifications
We're excited about you because you: Have a college degree preferred. Have proven experience in customer service, with a strong track record of handling complex billing and refund issues and customer retention efforts. Have excellent communication skills, both verbal and written, with the ability to negotiate and communicate effectively with customers. Communicate in English fluently, Spanish is a plus. Are proficient in customer support software, billing systems, and refund processing. Have strong problem-solving abilities, focusing on finding creative solutions to billing disputes and retaining customers. Are motivated by success and take pride in driving value back to our clients in reducing voluntary and in-voluntary churn to help them grow their business. Are able to work independently and as part of a team. Are reliable, accountable, and own up to mistakes. Company Values
Customer Excellence: Our dedication to maintaining long-lasting customer relationships through exceptional service is at the heart of our mission. Team Collaboration: Collaborating as a cohesive team to retain customers, resolve billing issues, and process refunds efficiently is essential to our success. Continuous Improvement: We strive for ongoing growth and development to provide the best support for customer retention, billing, and refunds in the industry. Integrity: Upholding honesty, ethics, and professionalism in all interactions with customers and colleagues is fundamental to our values.
Retention Express LLC is a leading, high-touch contact support center specializing in retention solutions for membership and subscription-driven businesses. Our mission is to provide unparalleled customer experiences, and first-call resolutions all while helping our clients retain their valued customers across all customer contact channels. Headquartered in Atlanta, Georgia. About the Role
As a Tier 1 Customer Retention Specialist specializing in customer retention, billing, and refunds in the car wash industry, you will be responsible for preserving and enhancing customer relationships. Your primary duties will include resolving complex billing inquiries, handling customer retention efforts, and facilitating refunds when necessary. You play a pivotal role in ensuring customer satisfaction and loyalty. What You'll Do
Operational duties/responsibilities include: Utilizing a full tech stack of tools and programs, demonstrating prior use of tech platforms. Responding to all customer support inquiries timely and accurately through our ticketing system platform. Upholding customer care standards by understanding, meeting, and exceeding specific KPIs including response times, resolution times, after call work, attention to detail, retention save metrics and more. Bringing their A game to every customer interaction across all channels including phone, texting, email, social media messenger and chat live and passive. Ability to prioritize work effectively including successfully multitasking customer issues. Comfortable using a wide variety of tech platforms and quickly becomes a PRO in them. Prior experience in but not limited to POSs (Point of Sale software), Zendesk! or Fresh Desk, Slack, CRMs, TalkDesk, Zapier, NiceIn Contact, Google Suite, Ring Central and other CCaaS platforms. Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate. Takes ownership and provides professional communication with our client's customers at every touch point across all touchpoints. Excellent written and oral skills and communicate details clearly across all touch points with the customer over all channels. Accurate representation of the client, their product set and culture with each customer interactions with us. Qualifications
We're excited about you because you: Have a college degree preferred. Have proven experience in customer service, with a strong track record of handling complex billing and refund issues and customer retention efforts. Have excellent communication skills, both verbal and written, with the ability to negotiate and communicate effectively with customers. Communicate in English fluently, Spanish is a plus. Are proficient in customer support software, billing systems, and refund processing. Have strong problem-solving abilities, focusing on finding creative solutions to billing disputes and retaining customers. Are motivated by success and take pride in driving value back to our clients in reducing voluntary and in-voluntary churn to help them grow their business. Are able to work independently and as part of a team. Are reliable, accountable, and own up to mistakes. Company Values
Customer Excellence: Our dedication to maintaining long-lasting customer relationships through exceptional service is at the heart of our mission. Team Collaboration: Collaborating as a cohesive team to retain customers, resolve billing issues, and process refunds efficiently is essential to our success. Continuous Improvement: We strive for ongoing growth and development to provide the best support for customer retention, billing, and refunds in the industry. Integrity: Upholding honesty, ethics, and professionalism in all interactions with customers and colleagues is fundamental to our values.