ISC Retention Specialist II

About the role

As an ISC Retention Specialist II, you will be an experienced individual contributor within the Retention Management Team (RMT), responsible for retaining AmeriGas's existing customer base through proactive and reactive outreach. This position handles inbound calls from existing customers through the IVR phone tree and conducts outbound calls tied to various retention marketing activities.

Responsibilities

• Provide high-quality customer service and build positive relationships with customers to drive repeat business
• Handle inbound retention calls and conduct outbound calls related to retention marketing campaigns and at-risk customer outreach
• Perform data entry and maintenance within CRM and SAP; maintain complete and accurate records of customer and prospect interactions in CRM and/or SAP
• Gather information about customer complaints and identify trends to share with supervisors as needed
• Use active listening and discovery techniques to understand customer concerns and present appropriate solutions

Requirements

• High school diploma or equivalent required; college degree preferred
• Minimum of 3–5 years of experience in customer service, retention, or issue resolution in a call center environment
• Proficiency with business and office tools including CRM, Microsoft Dynamics, SAP, and Microsoft Office products

Skills

• Effective use of retention and sales techniques, including discovery, value proposition development, objection handling, and customer acquisition
• Efficient and accurate use of systems and tools (CRM, SAP, Microsoft Office products, business websites/systems)
• Strong telephone presence and interpersonal skills
• Ability to multi-task and prioritize workload; strong organizational and time management skills
• Active listener with the ability to use inquiry to understand customer needs and de-escalate customer concerns

Pay

The pay for this position ranges from $25.10 to $26.10 per hour, depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. Additional compensation may include eligibility to earn a performance-based bonus or commissions on completed sales.

Benefits

• Comprehensive medical, dental, and vision insurance
• Flexible spending and health savings accounts
• Retirement savings plans like 401(k)
• Paid days off including parental leave, military leave, vacation/paid time off, sick leave (in compliance with state law), and paid holidays
• Disability coverage

Some benefits offerings are subject to legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.