Customer Retention Specialist

Position Summary: 

The Customer Retention Specialist is a “front line” role in which the employee interacts with at-risk customers seeking to cancel their services with Truckstop.  The intent of this role is to understand the pain points from the customer’s perspective, and in response address questions, concerns, and work to resolve their issues, whether real or perceived, with an end goal of driving customer retention and loyalty.  The position spends more than 75 percent of the workday in direct customer contact via telephone.

Essential Job Functions:

• Verify customer requests; answer questions; and aid assistance. Communicate with customers using established phone, email, and/or chat etiquette
• Find a satisfactory solution to a given problem per standard operating procedures. Resolve product or service problems by clarifying the customer's complaint; determine the cause of the problem; select and explain the best solution to solve the problem; expedite correction or adjustment; follow up as needed to ensure resolution  
• Verify company information via governmental websites and company policy, to set up and maintain accounts daily
• Field IB calls, manage phone queue and Salesforce case queues from internal Partners, working with our at-risk customer base seeking to cancel their subscription
• Identify customer concerns, address root causes to resolve immediate customer needs, and provide additional training opportunities to mitigate cancellation, drive loyalty, and adoption
• Identify the potential need for additional products and services in the Truckstop product suite that will drive additional customer value as applicable
• Coordinate efforts with internal Stakeholders and Partners as appropriate to drive thorough and complete customer resolution
• Meet/Exceed established timelines regarding initial customer contact attempt, case closure, and in any customer deliverables that are promised as part of their resolution
• Meet/Exceed targets for all assigned activities, KPI's, and the customer save conversions
• Track and document account information on various software solutions to track daily/monthly trends, and ensure proper disposition and documentation of all required activities in Salesforce, email, and via other required systems
• Other duties as assigned

Position Requirements:

• High School Diploma or equivalent
• Minimum of 2 years related experience in a customer-facing role required
• Proficient in Microsoft Office (Outlook, Excel, Word) and use of office equipment
• Strong and proven communication skills, both in writing and verbally
• Strong technical aptitude; familiarity with Salesforce and other internal Truckstop systems
• Natural problem solver who thoughtfully listens to customer confidently portrays a path forward and can be persuasive with customers as we create loyalty and retention
• Team player who wants to roll up their sleeves to help build and execute fresh ideas to address product adoption and churn mitigation
• Empathy, humility, great listening skills, and a “One Team” mindset
• Passion for and commitment to the Truckstop mission, vision, purpose, and values
• Proven track record and desire to work as part of a high-performing team; history of collaborating effectively with cross-functional teams is a plus