Our client in the Galleria area is looking for a retention agent to bring onto the team! Must be bilingual spanish and have a sales background!
100% in office
Pay is based on experience
Key Responsibilities:
- Proactively engage with customers that are at risk of cancellation or non-renewal
- Handle inbound and outbound calls, emails, or chats related to account retention
- Identify customer needs and provide tailored solutions, including pricing plans or contract adjustments
- Educate customers on energy products, billing, usage, and savings opportunities
- Resolve complaints efficiently while maintaining a positive customer experience
- Negotiate contract renewals and retention offers within company guidelines
- Accurately document customer interactions in CRM systems
- Meet or exceed retention targets, KPIs, and quality standards
- Stay up to date with energy market trends, regulations, and company offerings
Qualifications:
- High school diploma or equivalent (Associates or Bachelors degree preferred)
- 13 years of experience in customer service, sales, or retention (energy or utilities industry preferred)
- Strong communication, negotiation, and problem-solving skills
- Ability to handle objections and de-escalate difficult situations
- Familiarity with CRM software and call center tools
- Results-driven with a customer-first mindset
Preferred Skills:
- Knowledge of deregulated energy markets
- Experience with contract negotiations or account management
- Must be bilingual (English/Spanish)