Retention Agent

Position Description: The Retention Agent will be the second level in the effort to retain existing customers and providing fair solutions to customers who may otherwise decide to cancel their existing services. A person in this role will utilize active listening, empathy, negotiating and creative problem solving in order to retain the customer. Individual will have a wider scope of parameters in regards to what they can offer in the way of a reduction in price per gallon, service contracts, and overall service billing.

Key responsibilities and essential job duties include, but are not limited to:

- Correspond with customers via phone (inbound & outbound) as well as email to address complaints with the goal of increasing satisfaction / retention

- Maintain up to date knowledge about the company’s promotions and products

- Identify opportunities for process improvement that positively impact the customers’ satisfaction

- Offer discounts or special deals as needed and within pre-established limits

- Touch all aspects of customer service from answering billing questions to escalation of complex issues

- Contact customers who have taken their complaint to social media outlets

- Accurately notate all customer interactions

- Provide customer feedback to the appropriate internal teams

- Generate weekly log reports

Qualifications:

- A high school diploma or equivalent

- At least one year in the customer service field

- Excellent problem solving skills which include utilizing good negotiating skills

- Ability to remain calm and level headed during difficult situations

- Excellent written and verbal communications skills

- Dependable and punctual