Customer Loyalty Specialist

Customer Loyalty Specialist 21 views1 application

Job Overview

  • Salary Offer Commensurate with Experience
  • Experience Level Mid-Level
  • Total Years Experience 1-2
  • Education GED

As a Customer Loyalty Specialist , you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative of our brand in a retention sales and service capacity. 

   
  The Customer Loyalty Specialist role is a highly consultative retention sales opportunity, operating in a call center environment
   
  In this role, you will:
  • Respond to customer retention calls for all client residential services and product lines. 
  • Identify and resolves customer issues through creative sales techniques.
  • Exercise creative negotiation and sales technique to motivate customers to continue using client services.
  • Sell additional or upgraded services, while providing a quality customer experience.
  • Lives Our Client Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company.
  • Exceeds our customer expectations by providing top notch customer service.
  • Respond to inbound customer questions, problems, and requests regarding account balances, service additions, billings/payments, or other general or account-related services. 
  • Educates residential client customers about additional service opportunities.
  Primary Responsibilities and Essential Functions
   
  • Work in an energetic call center environment delivering excellent customer care by greeting customers, asking questions, and actively listening to customers to understand their needs or requests. 
  • Receive inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call center environment.
  • Educate customers on billing details, client policies and procedures concerning prices, billing and service. 
  • Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs.
  • Creatively negotiate pricing and bundling by making offers of credits and/or discounts according to Company guidelines.
  • Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule.
  • Educate customers on active product features, service offerings, billing, charges, and product value.
  • Understand and promote current marketing campaigns in order to sell to or save customers accurately and effectively.
  • Increase revenue through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers. 
  • Research and review competitive pricing and service offerings in order to provide competitive price and product comparisons based on customer needs.
  • Responsible for utilizing multiple customer databases to access, change or input account information for customers.
  • Provide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions.
  • Complete installation, disconnect, transfer and seasonal downgrade orders and update customer accounts utilizing customer record database.
  • Exceed our customer expectations by documenting call details and new account information into the system and completing any forms required to request action by other departments.
  • Build customer loyalty by resolving customer problems on the first call.  
  • Provide customer support by asking questions and listening to customers in order to understand their needs, request, or problems while identifying up-selling opportunities.
  • Other duties as assigned.
Qualifications

Our most successful candidates will have:

  • A High School diploma or GED
  • Excellent verbal and written communication skills; proficient reading skills
  • Multi-tasking skills, showcased through the use of several applications (experience working with CRM applications preferred)
  • Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience
  • Proven customer service skills
Company Information
  • Total Jobs 12 Jobs
  • Location Rochester
  • Full Address 1180 Jefferson Road, Rochester, NY
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