Now Hiring - Professional Services Call Center-Retention Specialist in Nashville, TN

We are looking for talented individuals to join our team as a Retention Specialists.

Urbanex is seeking enthusiastic, talented, dynamic individuals with a true desire to help others. We are looking for passionate people who love a challenge, embrace conflict resolution, and don't instantly get discouraged from hearing the word, “no.” On occasion, we may have customers that have less than a great experience. Retention Specialists are responsible for taking phone calls and responding to emails from customers who indicate their desire to cancel their account. Specialists must work to create a solution that meets the customers’ needs and aligns with company goals.

The ideal candidate is empathetic, knows how to think strategically, has a strong work ethic, and is a problem solver. It is essential to work effectively as part of a team in collaboration with customer service, sales, and operations.

The goal of the Retention Specialist is to understand why the customer is requesting to cancel their account and to provide solutions, value statements, product offers, or upgraded services that would entice the customer to maintain their service.

To be successful in this role, one must be able to stay positive and actively listen as well as ask probing questions to accurately identify and assess customers’ needs and provide appropriate solutions.

Responsibilities:

• Take incoming calls and respond to emails for cancellations.
• Ask probing questions to understand the customer's needs.
• Offer retention options to the customer within company parameters to prevent attrition or churn.
• Provide thorough notes on cancellation reasons, retention strategy, and any other services or actions mutually agreed upon.
• Handle complex and high-level escalated inquiries from customers.
• Educate customers and set proper expectations.
• Communicate and coordinate with internal departments to resolve issues.
• Follow up with customers to ensure the highest level of customer satisfaction.
• Exercise patience and understanding when a customer is frustrated.
• Demonstrate extraordinary interpersonal skills with the ability to quickly establish rapport with the customer.
• Create a positive customer experience by taking responsibility for finding a resolution for the customer and seeing it through from start to finish.
• Utilize software to update customer accounts, schedule services, and make changes as necessary with an attention to detail.
• Maintain a high focus on achieving the targets established by management.
• Other assigned duties.

Qualifications:

• High school diploma or equivalent.
• Proven work experience as a Retention Specialist or in a similar customer-centric role.
• Strong problem-solving and conflict resolution abilities.
• Ability to pass a background check.
• Proficient in MS Office and Google Suites.

Professional Skills

• Eagerness to help others and solve problems.
• Attention to detail in all aspects of work and strong work ethic.
• Ability to build rapport quickly on the phone.
• Ability to follow through on tasks.
• Ability to solve both complex and uncomplicated problems by gathering and analyzing information to make decisions or find solutions.
• Strong written and verbal communication skills.
• Collaborative and consultative work style with a proven ability to work well in a team.
• Ability to work in a fast-paced atmosphere.

We Offer:

• Competitive based pay and bonus structure
• Paid training
• Paid time off
• Paid holidays
• Opportunities for advancement

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay
• Commission pay

Education:

• High school or equivalent (Required)

Work Location: In person