Summary:
The purpose of this role is to increase hands-on customer engagement and eliminate poor service due to disengagement with the customer base.
The Retention Coordinator will work hand-in-hand with the Retention Manager to build a comprehensive Customer Care system which ensures premium service at every juncture.
Responsibilities:
* Receive incoming cancellation calls and attempt to retain the client
* Follow communication “scripts”
* Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
* Make outbound calls to unresolved accounts, and conduct over-the-phone customer surveys
* Seize opportunities to up-sell products
* Build sustainable relationships and engage customers by taking the extra mile
* Keep records of all conversations in our call center database
Basic requirements:
* Strong phone and verbal communication skills along with active listening
* Customer focus and adaptability to different personality types
* Ability to multi-task, set priorities and manage time effectively
* High school diploma
* Able to pass a drug screening
* Clean background check
The ideal candidate with possess the follow qualities:
* 2 years of Customer Experience or Retention background
* OR 4 years of Customer Service/adjacent experience
* Fully proficient in reading, writing, and speaking English in a professional setting
* Willing and able to learn technical basics of security monitoring/Owen service
* Detail and task oriented
* Willing and able to learn the basic operations of each Owen department for the purpose of building an instinctual ability to quickly identify a customer’s problem, inform the party(ies) best suited to assist, and offer a thorough resolution
* Pragmatic and capable of complex problem solving
* Background in basic office productivity software (Microsoft suite, email, spreadsheets)
* Willing and able to learn in-house productivity software (Ring Central, Sedona, Nexus)
* Friendly with a cheerful demeanor
* Personable/Excellent salesmanship
* Resilient, capable of navigating difficult conversations while maintaining a high level of customer service and professionality
* A strong desire to take care of the customer by making sure they are subscribed to the service/product which best suits their needs, and that we at Owen have done our very best to facilitate a premium customer experience
Job Type: Full-time
Owen Security offers a unique culture and boasts values, traditions, interactions and attitudes conducive of an enjoyable environment.
The company offers opportunities for growth and leadership, encourages engagement and promotes career and life satisfaction.
We want employees to be energized by our mission and passionate about serving our customers and communities.
Job Type: Full-time
Pay: From $16.
00 per hour
Expected hours: 40 per week
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Experience level:
* 2 years
Shift:
* 8 hour shift
Weekly day range:
* Monday to Friday
Work setting:
* Call center
* In-person
* Office
Application Question(s):
* In a brief summary of your own words (without the assistance of ChatGPT or other AI software), please describe what Customer Retention means to you.
Education:
* High school or equivalent (Preferred)
Experience:
* Customer Service: 2 years (Required)
Work Location: In person
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