Customer Retention Specialist
Greater LA Area
A BVMedia Customer Retention Specialist is responsible for retaining customers who request to discontinue or downgrade services. This individual will resell the benefits and value of BVmedia’s products and services either inbound and/or outbound. They must also positively position BVMedia products against competitive program offerings. In addition, the Customer Retention Specialist easily relates to the customers, thinks and exercises sound judgment, and acts responsibly in the customers’ and the company’s interest. Communicating effectively with customers is of paramount importance to re-energize the customer experience. Professionalism is necessary for success in supporting the goals of our organization.
Customer Retention Specialist Saves and retains BVMedia customers by identifying reasons for request to disconnect and overcoming concerns in an effort to retain customers.
Develops and maintains up-to-date knowledge of the Company’s products, programming and marketing campaigns in order to effectively sell new or upgraded services. Able to position BVMedia products positively.
Resolves customer complaints/concerns through active listening, empathy and professionalism. Demonstrates ability to establish and maintain effective relationships with customers.
Aligns product and feature benefits, and pricing, to the need of the customer.
Customer Retention Representatives promotes, recommends and sells the value of BVMedia products and services based on a logical relationship to the customer’s needs and interests.
Meet or exceed budgeted retention target and objectives. Demonstrates the ability to meet individual performance goals/metrics.
Supports other lines of business as call volume dictates.
Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
Customer Retention Agents will maintain regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
High school diploma or equivalent; advanced degrees or certifications preferred.
1+ years of Sales Experience a must. Retention related experience ideal.
Advanced computer skills are required; proficiency navigating between multiple windows is necessary
Strong typing, verbal and written skills are necessary for success
Strong communication skills; friendly attitude, active listener, articulate, self-assured and professional
Customer Retention Specialists should be motivated and dependable person with strong work ethic and a high degree of integrity
Ability to quickly and effectively adapt to changes in the work environment
Coachable person who is eager to learn new skills and take on new responsibilities
Compensation and Benefits
Private health insurance
Salary increase after 90 days of employment
Weekly and Monthly rewards and recognition
Monthly company events
Car rental discounts
Promerica bank account discounts and promotions.
Casual and fun office environment
Culture that promotes professional growth and development
Team-oriented work space
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