Retention Specialist

Lehi, UT - USA

Monthly Salary: Not Disclosed

Posted on: 3 days ago

Vacancies: 1 Vacancy

Job Summary

TheRetentionspecialistis responsibleforreducing customer cancellationsand preservingrecurringrevenue by resolving concerns negotiating solutions and strengthening customer relationships. This role playsa critical part in protecting long term contract value in asubscription-basedhome security environment.

Essential Functions and Responsibilities

The essential functions listed below are representative of the dutiesto successfully perform this role. Reasonableaccommodation(s)may be made to enable individuals with disabilities to perform the essential functions.

Handle escalated cancellation requests and high-risk accounts.

Identifyroot causes for cancellation and provide tailored solutions.

Contact customers via phoneemailand written correspondenceto resolveescalations and cancellations.

Negotiatesaveoffers service adjustments payment solutions and contractrenewals

Foster a positiveresult driventeam culture.

Negotiate payment plansin accordance withcompany policy.

Collaborate with sales billing technical support andfieldoperationleaders to resolve customer concerns.

Competencies &KPIs

Persuasive and results-driven

Customer-focusedand empatheticmindset

Critical thinking

Strongprofessionalcommunication skills

Strong ethical standards

Save Rate

Cancellation Rate

Agentutilizationrate

SkillsPhysicalDemands & Work Environment

Must be able tolift upto 25 lbs. and sit or stand for periods throughout thework day.

Work is performed in an office setting

Available to accommodate varying schedule needs

High call volume and performance-based environment

Must be able to speak clearly and professionally on the phone

Licenses Certifications &Educational Requirements

AllSafeStreetsemployees must be 18 yearsof ageor older.

EducationrequiredGED/HS

Sales CustomerServiceand/or Retention experienceof at least 1-2 years preferred

Required Experience:

Job SummaryTheRetentionspecialistis responsibleforreducing customer cancellationsand preservingrecurringrevenue by resolving concerns negotiating solutions and strengthening customer relationships. This role playsa critical part in protecting long term contract value in asubscription-basedhome secur...