About Retention Express
Retention Express, LLC is a growing Atlanta-based company that provides a white labeled, outsourced, customer support solution focused on delivering an excellent customer experience for our clients. We look to improve retention of customers and revenue for subscription/membership-based companies but not in a high-pressure environment. We are a technology driven company that combines the best of people support and automation, delivering accurate and excellent outcomes. Visit www.RetentionExpress.com for additional info
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
- We utilize a full tech stack of tools and programs, and you must be able to demonstrate your ability of prior use of tech platforms.
- Respond to all customer support inquiries timely and accurately through our ticketing system platform.
- Upholds our 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.
- Brings 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
- College degree preferred.
- Proven experience in customer service, with a strong track record of handling complex billing and refund issues and customer retention efforts.
- 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.
- Proficiency in customer support software, billing systems, and refund processing.
- Strong problem-solving abilities, focusing on finding creative solutions to billing disputes and retaining customers.
- Motivated by success and taking pride in driving value back to our clients in reducing voluntary and in-voluntary churn to help them grow their business.
- Ability to work independently and as part of a team.
- Reliable, accountable, and own up to mistakes.
- Flexibility to work shifts, including evenings, weekends, and holidays as needed.
- Remote work requires a newer Windows-based PC/laptop, strong high-speed internet that is validated, and minimal interruptions throughout shift that does not impact performance.