Customer Retention Coordinator

Job Description

We are seeking a Customer Retention Coordinator (CRC) to join our Customer Engagement Center (CEC) team. The primary role of the CRC is to partner with the Retention Manager and Customer Engagement Specialists to enhance the Voice of the Customer (VOC) and support ongoing strategies and initiatives to retain and grow existing customers in support of our evolution to a premium service. The CRC will enable results through innovative strategies to retain, enhance and grow our customer experience. The Retention team will speak with existing residential and commercial customers that wish to change or cancel service in an effort to save them, and the VOC outbound team will proactively reach out to customers who have answered surveys indicating opportunities with our service to learn more and help resolve outstanding issues or concerns.

Reporting Location: Norton, MA. The role is mainly remote but requires visits to the office several times a month or as business needs arise.

Training: 7 weeks on-site – 3 weeks of classroom training & 4 weeks of nesting/supported calls. Schedule will be 8:30 am – 5:00 pm ET for the first 7 weeks while on-site.

Work Schedule: Monday – Friday, availability between the hours of 10:00 am and 9:00 pm ET

Compensation: $20 / hour paid bi-weekly, $500 per month bonus opportunity (based on performance)

Excellent BTB Benefits: Medical, dental, vision, prescription, life insurance, short-term and long-term disability, paid vacation, paid time off and much more!

What You’ll Do Daily:

• Respond to incoming calls from existing residential and commercial clients with a goal of providing world-class customer service, diagnosing customer needs and concerns
• Handle difficult customer calls in a courteous and professional manner
• Correctly enter information into our Customer Relationship Management (CRM) system according to the customer’s needs and/or concerns
• Communicate company policies and provide creative approaches to resolve customer issues such as billing errors or service opportunities
• Display exceptional decision-making and problem solving capabilities to take immediate action on all calls
• Achieve monthly sales/product education goals by making recommendations from out healthy hydration portfolio
• Use negotiation skills to provide alternative approaches to resolve customer issues and take immediate action to retain customers

Qualifications

Key qualifications include, but are not limited to: 

• High School Diploma, GED or equivalent work experience
• Minimum 1 year of experience primarily handling customer escalations in a customer service/call center environment
• Ability to thrive in a fast-paced environment
• Excellent written and oral communication skills
• Possess a high degree of professionalism; ability to adhere to confidentiality
• Strong computer skills including Microsoft Office Suite, Salesforce and DOS based systems
• Detail oriented, self-motivated, able to multitask and meet deadlines
• Exceptional organizational and time management skills
• Must be able to work independently and have outstanding decision making and problem-solving ability 

Technical Qualifications and Requirements:

• The employee must have a space in his or her place of residence suitable for the installation of a Home Agent workstation.
• Work environment must be free from distractions, including any background noise that impacts the customer experience
• The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information
• Prior experience with setting up and troubleshooting remote workstation (i.e. computer, phone, modem, router, etc.) preferred. 
• Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL, or Fiber Optic/FiOS providers only). You may not use satellite internet providers. 
• Your device must be directly connected to router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection.
• Must be able to certify compliance with requirements regarding internet speed and connection