Customer Retention Specialist

Folsom, CA, United States

Customer Retention Specialist

BCforward is currently seeking a highly motivated Customer Retention Specialist in Folsom, CA / Remote

Position Title: Customer Retention Specialist

Location: Folsom, CA 95630 / Remote

Anticipated Start Date: 05/13

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 6 month(s)

Job Type: Contract

Pay Range: $20-$23

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job Description:

We are looking for a 6 month contract Retention Specialist for SketchUp is responsible for the retention efforts to increase customer loyalty and retain customers. In this proactive role, you will use active listening skills to understand customer needs and concerns along with any blockers preventing customers from renewing. This position will be responsible for handling calls related to customers discontinuing their services with SketchUp and identifying the root cause for dissatisfaction. The Retention Specialist will work to identify opportunities to win back customers as they go through the customer lifecycle with our product. The Retention specialist will gather information from our customers and report to stakeholders on customer trends that can improve organizational retention efforts. Using problem-solving, they will be responsible for developing and suggesting solutions or incentives that will increase customer retention. This is remote position.

Responsibilities

* Place outbound phone calls to customers to understand renewal blockers and product dissatisfaction

* Take ownership of all customer concerns and proactively follow through to resolution

* Ensure all customer concerns are investigated and resolved with minimal escalation

* Ability to make independent decisions to resolve customers' needs

* Deliver unparalleled customer service through communication with customers, internal departments and stakeholders, and senior management

* Negotiate directly with customers on existing barriers to adoption and develop plans to resolve outstanding pain points

* Document and case customer interactions and adhere to agreed standards of quality of 85% or above

* Analyze multiple data points to categorize issue drivers, complete trend analysis, and identify changes that will identify opportunities to improve customer retention and churn.

* Work closely with Support to work through customer escalations, close gaps, and improve the customer experience provided.

* Identify content that will fulfill customer adoption needs

* Work in partnership with the Churn Prevention Team on customer retention problem-solving, best practices, and solutions

* Update Salesforce with detailed cases and notes on activities completed

Required Skills and Experience:

* Customer-centric mindset and a growth mindset

* Customer service and customer retention experience

* Excellent active listening skills and empathy to understand our customer's point of view

* Strong problem-solving and analytical skills with a solution-oriented approach

* Demonstrated ability to diffuse escalations and quickly resolve escalated customer issues

* Knowledge of effective negotiation techniques

* Ability to prioritize work, manage time effectively and work successfully in fast-paced environments

* Strong independent work ethic

* Excellent writing and communication skills with the ability to organize thoughts in a clear concise and organized manner

* Strong interpersonal skills with the ability to collaborate effectively through multiple channels and with various stakeholders and customers from any SketchUp skill level

Education:

* Associates degree or equivalent 5+ years of practical experience

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 221943 when responding to this ad.