Customer Retention Specialist

Customer Retention Specialist - Digital Voice

AMA TechTel is a rapidly growing telecommunications company and we have immediate openings for dynamic individuals in our Customer Care department. 

 
As a Customer Retention Specialist for our digital voice product, you will have the overall responsibility of contacting current customers and utilizing your customer service skills to maintain current customer relationships and identify customer needs to reduce churn and increase customer loyalty and satisfaction.

Primary duties:

·         Maintain relationships with customer by contacting them periodically and after sales to ensure their ongoing satisfaction, increase customer loyalty and reduce churn

·         Maintain relationships with VIP customers

·         Identify customer needs and resolve their issues

·         Provide prompt resolution and follow through on all calls

·         Retain customer business by handling calls for disconnection or cancellation

·         Educate customer about, and benefits of products to improve product-related sales and customer satisfaction

·         Research and resolve escalated issues and fix reoccurring issues

·         Generate customer referrals thru maintaining customer relationship

·         Cross-sell and up-sell as appropriate

·         Keep management aware and identify trends in customer satisfaction or dissatisfaction

·         All other duties as assigned

Benefits:

• We offer a highly competitive compensation plan including excellent benefits with 401K and starting salary.

Customer Retention Specialist - Digital Voice

Requirements:

·         Minimum 2 years customer service experience focusing on customer retention preferred

·         Outgoing and eager to make outbound customer calls; high level of energy is a must

·         Ability to deliver superior customer service with a positive attitude

·         Ability to foster customer loyalty

·         Knowledge of company products

·         Strong problem-solving, analytical and follow-up skills

·         Must have excellent communication skills