Careers At HGS

Customer Retention Specialist

Job Code : HGS/894
North Charleston

Job Description

Customer Retention Specialist


JOB SUMMARY

Delivering extraordinary customer service and support to customers who may be at risk of cancelling their account. This position involves listening, probing, and creativity to assist with finding the customer's true needs. Success in this role drives up customer loyalty, annual spend, and the achievement of our client's brand promise! If you possess strong customer service skills, excellent communication skills and a desire to be empowered to find solutions that prevent customers from cancelling their accounts, then we encourage you to consider this role.

KEY JOB RESPONSIBILITIES

  •  Must be able to articulate the value of products
  •  Ability to find the right fit for a customer with a product that fits their everyday lifestyle
  •  Deliver extraordinary service on inbound calls in a fast-paced, structured customer care environment
  •  Consult customers to understand their needs and tailor unique solutions for each customer, reinforcing benefits of membership, providing relevant product offers that deepen customer engagement and results in measurable value for the customer

  •  Continuously improve on key selling skills, including building rapport, understanding customer needs, and handling objections
  •  Address general and account specific customer inquiries
  •  Provide clear and concise information
  •  Update customer account information as needed
  •  Use provided tools and resources to identify custom solutions and anticipate customer needs
  •  Meet or exceed all performance metrics

JOB REQUIREMENTS

Minimum Education and Experience

  • High School diploma or GED equivalent
  • Associates degree in business administration or marketing preferred

Must have contact center experience (1 year minimum requirement) plus proven retention/sales experience

  •  Preferred 6 months minimum consultative sales experience
  •  Prior customer service experience, in a sales environment (1 year minimum requirement)
  •  Card product knowledge is a plus
  • Ability to understand the true needs communicated by customers via phone and to clarify with questions or statement as necessary to gain a clear understand of these needs
  • Strong listening/comprehension skills
  • Excellent written and spoken ability in the English language Ability to define goals and program measurements
  • Positive, confident, and outgoing attitude
  • Proficient use of PCs
  • Strong flexibility and adaptability to manage multiple tasks
  • Ability to deal with change on a regular basis
  • Effective Time Management
  • Punctual and Dependable, with ability to work evening and/or weekend shifts
  • Proven success in a fast-paced environment, with a passion for building customer loyalty by having consultative conversations
  • Must possess superior interpersonal skills to create rapport instantly

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