Customer Cancellation Specialist
Customer Cancellation Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
SUMMARY
The Customer Cancellation Specialist reports to the Senior Manager of Revenue Recovery. This position will mitigate cancellations and ACV loss. This role will develop retention plans for potential departing accounts engage with the customer to inform them of cancellation repercussions and work with them to reactivate or come to a cancellation agreement.
PRIMARY RESPONSIBILITIES
- Effectively understand customer needs solving problems and negotiating.
- Utilize a contact management system to plan and complete cancellation and Sales activities.
- Effectively negotiate remaining fees within designated range.
- Lead special projects as assigned by executive management.
- Mitigate ACV loss and/or negotiate remaining fees if cancellation is imminent.
QUALIFICATIONS
Required:
- Bachelors degree in business or related field
- 5 years of experience in the multifamily industry in Sales or Customer Success/Service
REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Excellent written and verbal communication skills with an ability to communicate across the organization and externally with customers.
- Proven record of building relationships and negotiating with C level suites
- Ability to take on new projects that lead to further team efficiency (acquisitions and initiatives)
- Strong organizational skills and ability to multitask selfstart and selfdirect work in an independent and fast paced environment.
- Ability to collaborate with teams in diverse functional areas with effective interpersonal skills necessary to build positive productive and effective professional working relationships.
- Proven analytical and problem resolution skills.
- Flexibility and ability to prioritize in meeting multiple goals.
- Adhere to internal controls best practices and efficiencies.
- Selfmotivated and selfsufficient
- Detailoriented & customer focused.
- Proficient with Microsoft Office and Salesforce.
- Ability (up to 10 to travel for quarterly company sales meetings
Physical Demands and Working Conditions
While performing the duties of this job the employee is occasionally required to stand; walk; sit; use hands to finger handle or feel objects tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and ability to adjust focus. May be required to lift or move 10 pounds.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
