Customer Retention Specialist
Company: Careerbuilder-US
Location: New Orleans
Posted on: January 26, 2023
Job Description:
Join the Solar For All Revolution!Here at PosiGen, we are
seeking a critical member of our team to engage in advanced
negotiations and issue resolution to retain our customers, while
maintaining profitability for our company. With a solution-based
approach, you will use a variety of tools to address issues and
repair customer relationships, while differentiating our brand from
competition and add value to customer relationships.This role is
customer-facing communicating in all available channels including
face-to-face interactions at customer's homes. You will be
responsible for working with customers who have unresolved issues
and have expressed a desire to cancel their lease. You will
research the customer situation, typically while on the phone with
the customer, and be empowered to think outside of the box and
critically, going above and beyond to deliver the best resolution
pathway that results in avoiding cancellation.Essential Job
Functions
- Onsite visits to customer's homes to build rapport, repair the
trust in the company, problem solve, all in efforts to retain the
customer. - -
- Provide feedback to business units on identified areas for
improvement or resolve issues or concerns
- Ability to adapt to quickly changing priorities, case volume,
and evolving customer needs.
- Effectively communicating with client with a strong phone
presence and ability to engage customers and negotiating on behalf
of the company and customer
- Responsible for meeting KPIs associated with the retention
program. Examples include but are not limited to customer retention
rate (CRR), % of accounts saved from permanent removals, and
removal and termination rates
- Visit customer's home to facilitate resolution of issues,
explain solar savings, and how our program works, all in efforts to
retain the customer account
- Coordinate and facilitate repossession of Solar equipment
on-site at the customer's home when necessary
- Education/Experience
- College degree or equivalent work experience -
- 2-3 years of progressive experience in a call center or
collection agency preferred. -
- Bilingual - Spanish is a plus
- Salesforce experience is a plus
- Computer skills required. Google Workspace experience
preferred
- Excellent written and verbal communication skills -
- Excellent customer service experience and skillsPosiGen is an
Equal Opportunity / Affirmative Action employer committed to
diversity in the workplace. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability, protected veteran status or any other factor
protected by applicable federal, state or local laws. Individuals
who require reasonable accommodations under the Americans with
Disabilities Act in order to participate in the search process
should notify the Office of Human Resources.#indamSDL2017
Keywords: Careerbuilder-US, New Orleans , Customer Retention Specialist, Other , New Orleans, Louisiana
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