Customer Retention Specialist

General Purpose & Essential Duties

• Negotiate renewals or saves to retain customers and upsell products and services
• Perform customer negotiation and reach a fair conclusion from both Guardian and customer perspectives
• Consistently meet or exceed retention productivity goals
• Retain an average of 70% or better of all cancellation calls received each day
• Retain an average of 70% or better of all revenue relating to cancellation calls
• Resolve all customer calls within 24 hours to improve overall cancellation rate
• Tracks contracts that are soon to expire and contact customers directly for renewals
• Analyze customer feedback to develop new techniques to ensure customer retention
• Provide excellent customer service and ensure a positive customer experience
• Build positive working relationships with customers at risk of cancelling for additional/repeat business purposes
• Works closely with sales, customer operations and field service teams to assist in customer retention when necessary

Required Skills, Abilities, Education & Experience

• Excellent communication skills including active listening
• Ability to remain calm and in control during difficult conversations
• Service-oriented and able to resolve customer grievances
• Strong organizational and attention to detail skills
• Proficient computer skills with the ability to learn new software
• Knowledge of, or ability to learn, product, service, or area of customer service specialization
• Customer service experience required
• Some experience with the product or service to which the specialist will be assigned preferred