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Customer Retention Rep in Memphis, TN at American Home Shield

Date Posted: 5/2/2018

Job Snapshot

Job Description

Responds to escalated customer service issues and cancellation requests. Addresses customer requests to cancel service and seeks to resolve customer dissatisfaction. Investigates, researches, and adapts solutions to retain customers. Communicates and reinforces the value and benefits of products and services. Analyzes customer product and/or service plans to determine potential price concessions. Maintains an acceptable customer retention percent rate while following policy and procedural guidelines. Uses marketing campaigns and offers to retain customers.

Note: Authorization and Payment Service Trained Associates Preferred.

Responsibilities
• Responds to escalated customer service issues and cancellation requests received via phone or written correspondence (e.g., fax, e-mail, letter).
• Addresses customer requests to cancel service and seeks to resolve customer dissatisfaction.
• Investigates, researches, and adapts solutions where possible to meet the customer’s needs and retain the customer.
• Communicates and reinforces the value and benefits of products and services to customers.
• Analyzes customer product and/or service plans to determine potential price concessions.
• Maintains an acceptable customer retention percent rate while following policy and procedural guidelines.
• Maintains general knowledge and awareness of marketing campaigns and offers for use in retaining customers (e.g., product conversion).
• Tracks customer feedback and provides to management.

Education and Experience Requirements
• High school diploma or general education degree (GED) required 1-3 years of customer service experience and/or training required, or an equivalent combination of education and experience

Knowledge, Skills, and Abilities
• Customer service and conflict resolution skills
• Written and verbal communication skills, including influencing and persuading
• Knowledge of and ability to apply contractual terms and concepts
• Knowledge of policies and procedures
• Computer skills (Microsoft Word, Excel, Outlook)
• Attention to detail Analytical skills Organizational and time management skills

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Veterans/Disability

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