Description

Job Summary

The Retention Specialist loves to drive results and promote the highest level of client satisfaction by turning a client into a true partner and developing real, authentic relationships. Client success is a top priority at ProSites and as such, we empower our employees to drive that message home with our clients. You constantly are looking to identify & cultivate business growth opportunities while ensuring a high level of continuous client satisfaction. Our clients must be real relationships you value, and you would do anything to maintain a high level of trust with them.

Responsibilities:

• Analyze customer feedback and ensure customer retention.
• Develop and maintain knowledge of the company’s products, services, policies and procedures.
• Report accurately on calls inbound and outbound, and call details on CRM (Salesforce).
• Develop valuable rapport with clients, provide analysis and suggestions of services they have and what they would benefit from.
• Demonstrate outstanding customer service through phone, email and chat support.
• Exhibit exceptional organizational skills and maintain up-to-date documentation of all client activities throughout the agency
• Have an extremely high level of ownership and responsibility; represent the client internally
• Collaborate and offer insight to customer retention campaigns by recognizing triggers based on customer behavior
• Regular and reliable attendance is required as this is a full-time position
• Other duties as assigned by management

Requirements:

• 2+ years of customer retention experience at a SaaS company 
• 3+ years of customer service experience in a fast paced, customer focused environment
• Proficiency in Microsoft Office (including Word, Excel, PowerPoint, etc.)
• Familiarity with CRM, preferably Salesforce.com, or similar systems required
• Strong time management and project management skills
• Comfortable learning, using and discussing very granular elements of website technology and integrations

Physical/Mental Requirements for the Job:

• Prolonged periods of sedentary movement
• May be requested to work overtime and weekends if deemed necessary
• Must be able to lift at least 20 pounds
• Certain management positions might be required to occasional travel

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job- related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.