Seeking a new, remote Customer Support role? Don't miss this role! Dahl Consulting is currently partnering with a leader in the Technology industry. We work one-on-one with great candidates to help connect them with local employment opportunities. This company is hiring an Customer Retention Specialist for a contract position! Interested? Get more details below.
Contract Duration: 6-months Worksite Location: Fully Remote What you'll do as the Customer Retention Specialist: Place outbound phone calls to customers to understand renewal blockers and product dissatisfaction Take ownership of all customer concerns and proactively follow through to resolution Ensure all customer concerns are investigated and resolved with minimal escalation Ability to make independent decisions to resolve customers' needs Deliver unparalleled customer service through communication with customers, internal departments and stakeholders, and senior management Negotiate directly with customers on existing barriers to adoption and develop plans to resolve outstanding pain points Document and case customer interactions and adhere to agreed standards of quality of 85% or above Analyze multiple data points to categorize issue drivers, complete trend analysis, and identify changes that will identify opportunities to improve customer retention and churn Work closely with Support to work through customer escalations, close gaps, and improve the customer experience provided Identify content that will fulfill customer adoption needs Work in partnership with the Churn Prevention Team on customer retention problem-solving, best practices, and solutions Update Salesforce with detailed cases and notes on activities completed What you'll bring to the Customer Retention Specialist role: Customer Relationship Management experience, including a proficiency in managing relationships with clients to enhance customer satisfaction and loyalty Ability to understand customer needs, address concerns effectively, and maintain regular communication to foster a positive ongoing relationship Ability to analyze customer data, usage patterns, and feedback to identify trends and insights that can inform retention strategies. This includes using data to predict customer behaviors and developing targeted interventions to improve retention rates. Expertise in identifying and resolving issues that may lead to customer dissatisfaction Ability to troubleshoot technical problems related to the software, as well as resolving broader service or billing issues that might impact customer retention Take the first step on your new career path! To submit yourself for consideration for this role, simply click the apply button and complete our mobile-friendly online application. Once we've reviewed your application details, a recruiter will reach out to you with next steps! For questions or more information about this role, please call our office at . As an equal opportunity employer, Dahl Consulting welcomes candidates of all backgrounds and experiences to apply. If this position sounds like the right opportunity for you, we encourage you to take the next step and connect with us. We look forward to meeting you!
