Retention Specialist
Description
Retention Specialist
The Retention Specialist is responsible for retaining customers and revenue. Will respond to customer inquiries through email or phone ensuring that the challenges are resolved. The ability to demonstrate steps necessary to address, fulfill or complete the challenges a customer is experiencing. Agents should be able to express best practices and company philosophy regarding trusted methods and make suggestions about operations. Agents should always act with professionalism, keeping customer satisfaction a priority.
This position is full time.
Here is more of what you’ll get to do:
- Responding to cancellation requests by phone and email.
- Being available for incoming phone calls and transfers. This role requires a great deal of time on the phone.
- Working with other teams to help customers resolve issues.
- Troubleshooting with customers.
- Marking customers Cancelled or Saved in our system so they are billed correctly. Must be organized.
- Requesting credits/refunds when appropriate.
- Renewing contracts when possible.
- Knowledge of how car dealerships operate is necessary.
- Working with Accounting to settle contract buyouts.
- Reaching out to customer who have left negative reviews to try to retain their business and to change that to a positive review.
You’ll thrive in this role if you have:
2+ years’ experience in the following areas
- Excellent Customer Service Skills
- Excellent Phone Etiquette
- Excellent Listening Skills
- Written Communications
- Organizational Skills
- Sales Experience (not required)
- General Computer Troubleshooting
- Remote Support (GoToMeeting, GoToAssist)
- Best Practices Consulting
- CRM Ticketing System
- Search Engine Optimization
- Google Analytics
- Internet Consulting
- Internet Browser Support and Settings
- Windows Operating System
Does this position sound like something you would enjoy and be successful at, but you’re not sure you have the exact qualifications to be considered? While our job descriptions are an outline for the type of candidate we’re looking for, it is not a checklist. We encourage you to apply!
This role is not open to candidates located in Colorado, Connecticut, California, Maryland, Nevada, New York, Rhode Island, or Washington.
Who we are:
LeadVenture is the market-leading SaaS provider of digital retailing, eCommerce, digital marketing and eCatalog solutions for dealerships across 12 industry verticals including powersports, marine, RV, pre-owned auto, agriculture and more. Our family of brands includes Dealer Spike, Dealer Car Search, Frazer, Net Driven, Direct Communications, Inc. (DCi), Powersports Support, Level 5, PSM Marketing, Monroney Labels, and Interact RV. We are an international company with offices located in the United States, Mexico (Juniper Data Center), Belize (Dealer Spike Belize), India and The Netherlands. Together, we are LeadVenture.
LeadVenture provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeadVenture complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.
LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.