Retention Specialist Job Description

Job summary 1

The Retention Specialist is responsible for collaborating on the development and implementation of customer retention strategies to increase loyalty and retain business. Analysis of customer feedback and account data, as negotiating with customers, is critical to the success of this role.

Duties & Responsibilities 1

• Duties and responsibilities include but are not limited to the following:
• Build positive working relationships with customers for repeat businesses
• Analyze customer account trends to continuously improve retention, upsell and cross-sell strategy
• Address customer concerns and provide solutions to continuously improve retention, upsell, and cross-sell strategy.
• Provide internal feedback on how to improve client retention
• Track soon to be expired contracts
• Negotiate with customers to renew contracts and retain business
• • Collaborate with the sales team to propose customer retention solutions based on customer feedback
  • Educate customers on the value of our services
  • Assist with other administrative tasks as needed

Requirements & Skills 1

• High School Diploma
• 2 years
• Excellent interpersonal skills, and the ability to teach and coach others. Patience

Job summary 2

The Retention Specialist assists with programs focused on new employee training/onboarding/ramping. The Retention Specialist assists the new employee in the activities of the processing departments to achieve goals for customer satisfaction, safety, quality, and yield; as well as to reduce employee absenteeism and turnover - particularly with employees with less than 90 days of employment. Participates in roundtable meetings and activities, directed by the Complex HR Manage and Employee Relations Manager, to improve retention and turnover. All other duties as assigned.

Duties & Responsibilities 2

• Assist new employees on the production floor to support the new employee as they transition into their new roles. This includes tracking skills improvement to meet certification level.
• • Lead the new hire onboarding program by presenting in orientation, and providing translation as needed.
  • Assist in roundtable meetings.
  • Support and promote all Mountaire Safety Policies

Requirements & Skills 2

• 3-4 years of experience in Customer Service or Customer Success
• CRM or Salesforce background is a plus
• Strong communication and follow-up/follow-through skills
• • Strong attention to detail Goal-oriented Commitment to excellent customer service
  • Excellent written and verbal communication abilities Ability to prioritize and manage multiple responsibilities
  • Ability to work ight shifts.

Job summary 3

As a Retention Specialist, you will be dedicated to building and maintaining strong client relationships ensuring that TCP is positioned to deliver the services agreed upon that align with the client's goals, objectives, and expectations. We educate our clients, offer advice and suggestions, problem-solve, and advocate for them. Our success is measured by their success.

Duties & Responsibilities 3

• Manage and maintain a growing book of current business
• Act as the main point of contact for all accounts within your book of business
• Build long-term partnerships across your book of business
• Proactively contact active clients to enhance customer retention and provide support to your clients
• Educate clients on all existing and new product offerings
• Analyze and measure the client's success, as well as areas where there is room to optimize their campaign
• • Identify opportunities to up-sell and cross-sell within the existing customer base.
  • Ensure a high rate of renewal across the customer base.
  • Proactively assess the churn risk and work with the Sales and Success team to retain the business.

Requirements & Skills 3

• Bachelor’s degree required; Master's degree preferred
• Minimum two years of academic advising experience
• Demonstrated experience working with under-represented populations
• Competence with MS Word, Excel, Access, internet functions, and email
• Ability to work respectfully with diverse cultures
• • Excellent verbal and written communication and interpersonal skills
  • Ability to travel to satellite campus locations and off-campus sites as needed
  • Experience working in a community college environment

Job summary 4

The Retention Specialist provides direct support to first-generation students eligible to participate in the College’s Title III Strengthening Institutions project. The project’s goal is to develop and deliver a comprehensive, college-wide approach to addressing the needs of first-generation students to strengthen academic preparation, improve retention, increase academic success, and lead to program completion, employment, and/or transfer. As such, responsibilities include academic advising with students to ensure appropriate course selections to meet the requirements of their program of study; providing assistance in accessing academic and support services to address deficiencies and issues that would impact retention; maintaining records on student meetings and recommendations; maintaining student data for grant reporting; working with college staff; attending meetings of the project implementation team; and working closely with Recruitment and Enrollment Management and the Career and Counseling Center to ensure smooth delivery of all grant-related services and activities related to student retention.

Duties & Responsibilities 4

• Provide intensive case management to project participants to strengthen course completion and program of study retention.
• Maintain project files on students served to document one-on-one meetings, services provided, and recommendations for support.
• Provide academic advising to assist students with course selections.
• Build relationships and connect with first-generation students.
• Coordinate activities with appropriate college departments to maximize opportunities and resources for project participants.
• Develop Student Success and Academic Plans for first-generation students.
• Work with supervisor, project oversight team, and Accounting staff in following project budget; ensure that program operates within budget guidelines.
• Work with the Project Manager and Office of Institutional Effectiveness to develop protocols for data collection and record-keeping processes to effectively report on program outcomes and activities.
• Provide active, day-to-day support to first-generation students.
• Work with the Project Manager to prepare required reports to USDE and the College.
• Serve as a single point of contact at the College to help first-generation students navigate the College environment.
• • Use technology as appropriate to perform responsibilities and develop project participant relationships.
  • Develop/maintain linkages with internal offices and departments to assist students.
  • Other duties as assigned.

Requirements & Skills 4

• Bachelor’s degree (graduate degree a plus) and 5+ years of relevant work experience
• Ability to partner with cross-functional teams as well as third-party providers to drive implementation of Aftersales strategy
• • Problem-solving skills with an ability to create and execute project plans with seamless execution and strong attention to detail
  • The confidence and desire to drive tasks to completion with minimal oversight
  • Microsoft Office proficiency with exceptional understanding of Excel and PowerPoint

Job summary 5

The Retention Specialist plays an important role in achieving our customer retention ambitions. This position is the central point of coordination for all things marketing within the Aftersales group, assessing the marketing needs of the business and working with the Marketing department to turn ideas into execution. On day one you’ll bring a general understanding of Marketing principles, strong project management, critical thinking, and curiosity to lead future marketing solutions.

Duties & Responsibilities 5

• Serve as the central point of collaboration between agencies, suppliers, and the Marketing, CRM, and Aftersales teams to ensure business needs are identified and aligned.
• Drive sales of Service, Accessories, and Lifestyle Personal Accessories through new or existing marketing strategies.
• Leverage advanced analytics and multichannel communication strategies to drive higher customer retention.
• Oversee Aftersales digital platforms, including website, social, and search engine optimization at Tiers 1 and 3.
• • Identify trends, opportunities, and best practices to increase customer retention and communicate both internally and externally.
  • Support Marketing efforts to develop high-quality communications and assets to support the transformation of our business.
  • Advocate for the brand and Aftersales to ensure initiatives are championed and executed.

Requirements & Skills 5

• High School Diploma or GED required; college education in sales, marketing or business preferred
• Must possess 1-3 years successful sales experience; in addition experience in the telecommunications industry and prior B2B sales/service experience is strongly preferred
• Must possess the ability to maintain a high level of confidentiality in dealing with customer information
• Must be self-motivated and results-driven, as demonstrated by previous work experience
• Bi-lingual skills are beneficial
• Must have the ability to organize and maintain records of prospects and existing customers
• • Must possess the ability to follow a consultative sales approach, and understand/apply the entire sales process
  • Must possess excellent communication and presentation skills, and the ability to communicate effectively with a wide range of customers
  • Must possess the ability to analyze and solve problems arising through customer interaction

Job summary 6

The Retention Specialist's primary responsibilities are to process all MACD requests (upgrades, downgrades, disconnects, etc) and use Retention and Saves skills to retain and win back Business Services customers who downgrading or disconnecting services. The Business Retention Specialist will also be responsible for meeting a renewal quota and minimum customer support metrics while performing MACD functions.

Duties & Responsibilities 6

• Place outbound calls to customers who are up for contract renewal to retain their business and ultimately company RGU’s
• Assess churn risk for existing business subscribers and target retention efforts
• Work with existing business customers to analyze their business strategy and future growth plans/initiatives
• Use independent judgment and discretion to review existing business accounts and determine actions for ongoing retention efforts
• Responsible for independently building relationships and negotiating contract terms and rates for existing customers
• Accurately complete paperwork associated with each customer order and/or request
• • Maintain retention quotas and track daily activity as established by the department manager
  • Use multiple software systems to track and manage business customers and have exceptional quality data entry across all systems
  • Protect and grow revenue within existing customer base

Requirements & Skills 6

• Bachelor's degree preferred but not required
• Metric driven must have experience in an outbound/inbound call center or high volume customer service environment using the phones
• Experience in SalesForce CRM preferred but not required
• Credit card processing experience a plus
• Experience managing call volumes within company standards (About 150-200 calls per month based on business needs)
• 1+ years' experience in customer service; prior experience in customer satisfaction or retention
• Excellent written and verbal communication skills
• Ability to multi-task and prioritize in a fast-paced environment
• Stay calm and collected under pressure
• Strong attention to detail
• Ability to identify issues and escalate appropriately
• • Extremely dependable, trustworthy, and reliable
  • Good technical understanding of Windows OS, various browsers, general software
  • Empathy and drive to resolve customer related issues

Job summary 7

The Retention Specialist will work with our retention management team. This person will be providing customer service to promote retention initiatives, ensure proper guidelines are met, and support our customers based by managing accounts. This person will work collectively and individually to provide feedback and give proper expectations across other department teams.

Duties & Responsibilities 7

• Field all customer inquiries via phone and email support specifically related to cancellation requests or rate reviews. Primarily making outbound calls to customers as the main job function.
• Determine trends on cancellations and vocalize concerns/suggest improvements to drive increased retention.
• Resolve issues in a timely and tactful manner, ensuring the follow-up process is in place and measurable.
• Consistently improving retention rates and achieving retention goals.
• Provide best-in-class customer service on every internal and external contact.
• Maintain an in-depth knowledge of our services, policies, and procedures.
• Meet our service level expectations and wow our customers.
• Provide empathy to our customers while resolving all matters in a friendly and tactful manner.
• • Maintain the accuracy of customer account data, cases, and related information.
  • Be dependable, reliable, and work effectively as part of a team.
  • Refers and manage any complex complaints and/or requests for changes in benefits, inquiries, or cancelations to management for retention policy through alternative solutions.

Requirements & Skills 7

• High School Diploma or GED
• 2+ years of sales/selling experience preferred
• 2+ years of service industry experience preferred
• Strong attention to detail and willingness to learn
• Excellent organization and time management skills
• Must have and express a sense of urgency when dealing with client and partner concerns.
• Must have excellent verbal and written communication abilities.
• • Able to work 40+ hours per week including Saturday’s as needed
  • Must pass pre-employment background screen and drug test
  • Must possess a valid driver’s license and pass motor vehicle record search

Job summary 8

The Retention Specialist (RS) is a customer-facing, telephone-based role responsible for saving residential customers who have expressed a desire to cancel all or part of their services. The RS will field incoming cancellations primarily from the Customer Support Center (CSC), and from other sources such as operations, field administration, and other customer-facing functions. RS researches the customer situation, typically while on the phone with the customer, and works toward a resolution pathway that results in avoiding the cancellation.

Duties & Responsibilities 8

• Handle incoming customer calls from the CSC and other parts of the company; or, call back customers placed on the customer cancel call-back list
• Have a good working knowledge of operating systems, service programs & pricing, and general pest control practices
• Retain customers through effective de-escalation of issues, and efficient/creative problem solving
• Understand and utilize approved resolution pathways available to save customers
• Work professionally and collaboratively with other functions as needed to resolve issues and save customers
• • Document all save attempts and administer any cancellations in the proper systems
  • Exhibit a high level of autonomy, initiative, collaboration, creativity, tenacity, resilience, and diplomacy
  • Rebuild and reinforce positive working relationships with customers

Requirements & Skills 8

• Must be a citizen of the United States.
• At least 18 years of age.
• Ability to acquire and maintain any other specific special clearances/access requirements.
• Reliable personal vehicle, valid driver's license, and satisfactory driving record.
• • Minimum one-year experience in Federal Background Investigations
  • Knowledge of the Federal Background Investigation process to include a thorough understanding of rules and regulations governing Federal security clearance background investigations
  • Must be able to complete and pass all required training

Job summary 9

The Retention Specialist provides oversight of all case materials being returned to the retention office. The Retention Specialist will view case notes for the Field and Review staff, ensure compliance with the receipt and reconciliation of materials, and properly destroy materials by the contract along with Company’s internal requirements. Assistance will also be provided by the Retention Specialist during all Customer inspections.

Duties & Responsibilities 9

• The functions listed describe the business purpose of this job. Specific duties or tasks may vary and be documented separately. The employee might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
• All assigned duties or tasks are deemed to be part of the essential functions unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
• Employees are held accountable for successful job performance. Job performance standards may be documented separately, and may include functions, objectives, duties, or tasks not specifically listed herein.
• In performing functions, duties, or tasks, employees are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Employees are required to notify superiors upon becoming aware of unsafe working conditions.
• All functions, duties, or tasks are to be carried out in an honest, ethical, and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from superiors or authorized company representatives.
• Immediately open all packages and reconcile them with the enclosed manifest.
• Immediately follow up on any discrepancies and provide feedback regarding receipt of the package.
• Compare retention requests to cases received to ensure all are accounted for and sent.
• Log all cases received and file cases.
• Pull case notes as needed for Field staff.
• Pull/copy/ship case notes as needed to IA/Compliance.
• Pull notes as needed for all Compliance Inspections.
• • Effectively communicate with Integrity, Compliance, Review, and the Field staff.
  • Address all potential concerns/issues found.
  • Other duties as assigned.

Requirements & Skills 9

• Associate's degree required in a course of study related to the occupational field *and* Three (3) years of related work experience Note: Experience may substitute for the degree on a year-for-year basis.
• Bachelor's degree in a related field and one year of work experience in a related field.

Job summary 10

We are seeking highly qualified applicants for our full-time Retention Specialist position.

Duties & Responsibilities 10

• Assists prospective students with the admission and readmission process;
• Provides information to technical college prospective and enrolled students concerning state and federal financial assistance, registration process, vocational opportunities, program choice/change, educational prerequisites, technical college policy/procedures, state policy, etc throughout the student's educational tenure;
• • Organizes retention events and targeted workshops for new and current at-risk students;
  • Assists with the design and implementation of innovative intervention strategies to facilitate student retention and persistence to graduation;
  • Works collaboratively with faculty and staff to facilitate advisement and academic progress reviews

Requirements & Skills 10