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Dahl Consulting
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Customer Retention Specialist
Posted: 11/17/2023
2023-11-17
2023-12-22
Employment Type:
Contract
Category: Human Resources
Job Number: 26050
Job Description
Seeking a new job opportunity in the Westminster area? Don’t miss this role! Dahl Consulting is currently partnering with a leader in the Information Technology & Services industry. We work one-on-one with great candidates to help connect them with local employment opportunities. This company is hiring a Customer Retention Specialist for a contract position! Interested? Get more details below.
The Customer Retention Specialist is responsible for the retention efforts to increase customer loyalty and retain customers. In this proactive role, you will use active listening skills to understand customer needs and concerns along with any blockers preventing customers from renewing.Â
What you’ll do as a Customer Retention Specialist:
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!]
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- Contract Duration: 6 months
- Worksite Location: Westminster, CO - Remote
The Customer Retention Specialist is responsible for the retention efforts to increase customer loyalty and retain customers. In this proactive role, you will use active listening skills to understand customer needs and concerns along with any blockers preventing customers from renewing.Â
What you’ll do as a 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
- Associates degree or equivalent of 5+ years of practical experience
- Customer-centric mindset and a growth mindset
- Customer service and customer retention experience
- Excellent active listening skills and empathy to understand our customer's point of view
- Strong problem-solving and analytical skills with a solution-oriented approach
- Demonstrated ability to diffuse escalations and quickly resolve escalated customer issues
- Knowledge of effective negotiation techniques
- Ability to prioritize work, manage time effectively, and work successfully in fast-paced environments
- Excellent writing and communication skills with the ability to organize thoughts in a clear concise and organized manner
- Strong interpersonal skills with the ability to collaborate effectively through multiple channels and with various stakeholders and customers from any SketchUp skill level
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!]
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Discover exciting job opportunities in and around Westminster, Colorado! Nestled near the stunning Rocky Mountains, this vibrant area provides a perfect blend of urban convenience and outdoor adventure. With a booming economy and a variety of industries, Westminster offers boundless opportunities for career growth and development. From exploring the historic Butterfly Pavilion to enjoying the flavors of local craft breweries, this area boasts a unique culture and charm that is hard to resist. Don't miss out on the chance to work near iconic landmarks like Standley Lake or catch a game at the nearby Broncos Stadium at Mile High. Begin your career journey in Westminster and unlock a world of possibilities. Explore our job listings today!