About This Role
Working to keep clients loyal by handling their cancellation requests is the core of this role. The Retention Specialist understands customer concerns, offers solutions, and helps maintain high standards of customer care and company reputation. It suits a customer service professional with strong problem-solving skills.
Responsibilities
- Handle incoming cancellation requests via phone and email
- Engage with customers to understand their reasons for cancellation and address any concerns they may have
- Offer solutions to retain customers, including special offers, upgrades, or technical support if necessary
- Process cancellations accurately and efficiently when retention is not possible
- Maintain detailed and accurate records of customer interactions and resolutions across multiple channels and departments
- Collaborate with the customer service, sales, and technical support teams to address complex issues and enhance the overall customer experience
- Identify trends in cancellation requests and provide feedback to management for service improvements
- Stay updated on company products, services, and promotions to provide accurate information to customers
- Report MRR saved and lost and why the customers want to leave
Requirements
- High school diploma or equivalent
- Proven experience in customer service, sales, billing, or retention roles, preferably within the telecommunications or VoIP industry
- Excellent communication and interpersonal skills
- Strong problem-solving abilities and a customer-centric approach
- Ability to handle challenging situations with patience and professionalism
- Proficiency in using CRM software and other customer management tools
- Ability to work independently and as part of a team in a fast-paced environment
Benefits
- Hourly rate with possibility of commissions on saved accounts
- Comprehensive benefits package including health, dental, and vision insurance
- PTO, Sick Pay and Holiday Pay
- Opportunities for professional development and career advancement
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Parental leave
Important Details
- Ability to commute: Saint George, UT 84790
- Ability to relocate: Saint George, UT 84790 before starting work
About the Company
At Mango Voice, we pride ourselves on providing top-tier VoIP services to a diverse range of clients, from small businesses to large enterprises. Our innovative solutions and commitment to customer satisfaction have positioned us as a leader in the industry.
