Retention Manager
Job Description:
The retention manager creates and leads initiatives to increase customer satisfaction. Communicates with customers to ascertain needs. Gathers and examines data regarding customer satisfaction; uses data to determine areas to improve. Collaborates with others to improve customer experience processes. Resolves escalated issues, including responding to complaints submitted through the Better Business Bureau (BBB). Plays a key role in expanding the customer base and improving customer retention rates.
Key Responsibilities
Communicate with customers regularly via telephone and Internet
Develop surveys and dialogues to ascertain customer needs
Collect and report data regarding customer satisfaction
Collaborate with the sales and customer experience teams to develop and improve customer care processes
Resolve escalated customer issues
Respond to customer complaints in writing through the BBB
Perform ongoing research to increase customer satisfaction and retention
Qualifications
Bachelor's Degree required
At least 5 years of experience in customer service required
Legal writing experience preferred
Excellent verbal and written communication skills
Good interpersonal skills, including an ability to negotiate
Problem solving skills
Attention to detail
Self-motivation and initiative
Creativity
Computer skills
Estimated Salary: $20 to $28 per hour based on qualifications.
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