As a member of the Retention team, the Retention Representative is responsible for maintaining Vonage customers via inbound calls and/or Correspondence via SalesForce. The Retention Agent is also responsible for maintaining an acceptable customer save rate following all Vonage policy and procedural guidelines designed and approved by Vonage for the purpose of customer retention.
What You Will Do
Meet all given goals and objectives for customer save rate, stick rate and other related metrics
Ability to ask questions to determine reason why a customer is looking to terminate their service
Ability to understand customer needs and offer a solution that will save them from leaving.
Processes orders via inbound call handling, prepares correspondence, and fulfills needs of existing customers that are at risk of canceling services or order
Addresses complaints with the goal of increasing satisfaction and securing customer saves
Provide customer-focused solutions using clear and descriptive method
Manage and complete projects in a timely manner
Meet all given goals and objectives for customer save rate, stick rate and other related metrics
Track case tickets within a Customer Relations Management System to Document resolutions for future reference both internally and externally
Offers discounts or special deals as needed and within pre-established limits
Work closely with multiple departments to resolve customer issues
Identify reason(s) for customer dissatisfaction and/0r discontinuance requests in a timely manner and assist Vonage in meeting company wide initiatives in retaining customers
Communicate customer feedback findings to management
Consult with and research customer concerns; explain billing charges and credits.
Provide operational and systems suggestions to management
Other duties as assigned
What Is Required
Sales or Customer Retention experience required
Ability to work independently as well as in a team environment
Excellent communications; verbal and written
Ability to handle stressful situations and deadlines
Professional phone and typing skills
Ability to maintain poise and productivity in a fast paced environment
Ability to multi-task and adapt to change
Preferred Knowledge
Excellent customer service skills (friendly, courteous and helpful)
Excellent grammar (Verbal and Written
Salesforce experience
Must demonstrate creative and independent thinking
Good computer skills including emailing and Internet usage
Education
High School Diploma or GED; or equivalent combination of education and experience.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology and Customer Service
Industries
IT Services and IT Consulting
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