Retention Specialist

Customer Experience San Diego, California


iMatrix, a subsidiary of Internet Brands, is a leader in providing online marketing solutions for small to medium size practice-based businesses. Our online marketing services include professionally designed websites, Social Media management, reputation management, video marketing, pay-per-click (PPC) advertising, and a custom, advanced SEO solution. Based in San Diego, iMatrix strategically focuses on specific niche markets such as the chiropractic, veterinary, and eye care industries. iMatrix has large company stability with startup energy. We are seeking a motivated Retention Specialist to join our team.

Essential Duties and Responsibilities:

-This position is immediately responsive to client requests to cancel or downgrade service via telephone and email, approaching every situation with the utmost sense of urgency.
-You will make every effort to retain the client's business and to ensure their satisfaction.
-The client retention team focuses on individual client satisfaction and conflict resolution to ensure the long term retention of the client base at the appropriate service tier to fit their business needs, wants, and goals.
-You will be responsible to communicate in a positive way with our internal billing and collections departments to ensure any client financial issues are dealt with promptly and appropriately within our systems.
-You will be responsible to take the initiative to prioritize inbound requests so that the most urgent issues are addressed first and you will work with the clients directly to retain and satisfy the client.
-You will be responsible to process/complete/close all tickets and "shut down" all services and billing for clients on the appropriate date specified and services are closed out appropriately and timely when a client does indeed cancel.
-You will ensure the delivery of a world class client experience which promotes a high level of confidence in iMatrix through service excellence, fast cycle time, product expertise, aggressive follow-up in communication and accurate results in deliverables.

Required Skills and Abilities:
-Minimum 2 years' experience in a call center client retention role, preferably in a similar technical industry environment, required.
-You should be able to demonstrate a history of successful client retention initiatives.
-Should have a high level of awareness and interpersonal intelligence with an ability to "read between the lines" and give the Client what they need, not just what they ask for.
-Demonstrated excellent oral and written communication skills, with the ability to interact effectively and professionally at all levels of internal and external clients (business, creative, medical, and technical contacts at all levels).
-You must be passionate about the positive impact you can make with each and every client.
-You will be expected to take seriously the responsibilities of retaining clients and revenue for the company, long term.
You should be able to prove a track record of professionalism and integrity.
-You should have the strength of character to measure your own success through the success of others.
-A strong technical aptitude with analytical, planning and problem-solving skills.
-Must be highly organized and possess the ability to multi-task.
-Must be able to easily get along with others and be professional in your relationships with co-workers and clients.

Success starts with having the right people. At Internet Brands, we value and mentor each member of our growing team. We seek out talented, goal-oriented professionals who live and breathe the Internet and thrive in a flexible but challenging work environment. Our team of innovators has enabled Internet Brands to sustain high levels of profitability and success while evolving along with the Internet for over 20 years.

At IB, we promote an entrepreneurial, friendly culture that applauds innovation and results while embracing change and independence. Our employees are intensely driven and constantly encouraged to reach higher and use creativity to achieve success – all the while enjoying high levels of collaboration and the luxury of coming to work in jeans and sneakers. We are proud to offer a unique blend of the innovation of a start-up with the history, stability, and benefits of an established corporation.

Internet Brands and its wholly owned affiliates are an equal opportunity employer.