Account Retention Specialist
The Customer Retention Specialist is responsible for retaining eFax® customers who have expressed a desire to cancel their account. This will be completed through the presentation of special pricing “save offers” and the resolution of customer service issues.Duties and Responsibilities:
Responsible for answering customer calls in a professional and friendly manner and achieving our retention strategy, through the use of save offers and proficient objection handling.
Make outbound calls to customers and work with the wider customer service team to keep our existing customers happy.
Proactively provide feedback about customer response to save offers to the marketing team in weekly meetings.
Develop and maintain knowledge of the company’s products, services, policies and procedures.
Report accurately on calls inbound and outbound, record calls and call details on CRM.
Identify and record customer calls and provide troubleshooting aids to assist colleagues in solving future customer issues.
Skills and Experience:
Previous sales or customer retention experience is a call center environment is essential.
Well-developed objection handling skills.
Experience working in a high volume transactional sales role.
Excellent communication skills.
Strong attention to detail and follow up skills.
PC proficiency, Knowledge of MS Word, Excel and Outlook.
Ability to work both independently and as part of a team.
About j2 Global
Founded in 1995, j2 Global® (NASDAQ:JCOM) is an award winning, leading provider of Internet services through its two divisions: Business Cloud Services and Digital Media.
The Business Cloud Services Division offers Internet fax, virtual phone, hosted email, email marketing, online backup, unified communications and CRM solutions. It markets its services principally under the brand names eFax®, eVoice®, FuseMail®, Campaigner®, KeepItSafe® and Onebox® and operates a messaging network spanning 49 countries on six continents.
The Digital Media Division, created with j2 Cloud Services’ November 2012 acquisition of Ziff Davis, Inc.
Ziff Davis, Inc. is the leading digital media company specializing in the technology, gaming and men's lifestyle categories, reaching over 117 million unique visitors per month. Ziff Davis sites include Mashable.com, IGN.com, PCMag.com, AskMen.com, ComputerShopper.com, ExtremeTech.com, Geek.com, LogicBuy.com and Toolbox.com. Ziff Davis also operates NetShelter, the largest community of technology publishers dedicated to consumer electronics, computing and mobile communications. Ziff Davis B2B is a leading provider of online research to enterprise buyers and high-quality leads to IT vendors.
As of December 31, 2016, j2 Cloud Services had achieved 21 consecutive fiscal years of revenue growth.
For more information about j2, please visit www.j2global.com
At j2 Global®, we work in a culture of collaboration and welcome those who desire to join our growing global community. We seek enthusiastic individuals with an entrepreneurial spirit looking for an environment that rewards your best work.
J2 Global offers competitive salaries, health benefits, a 401k, and company-sponsored events. If you’re seeking a dynamic work environment where you can see the direct impact of your performance, then j2 is the place for you.
J2 Global® is an Equal Opportunity Employer.