Retention Agent

Position

Retention Agent – Paraco

Base pay range
: $22.00/hr – $22.00/hr

The Retention Agent will be the second level in the effort to retain existing customers and provide fair solutions to customers who may otherwise decide to cancel their services. A person in this role will utilize active listening, empathy, negotiating and creative problem solving to retain the customer. The individual will have a wider scope of parameters regarding reductions in price per gallon, service contracts, and overall service billing.

• Correspond with customers via phone (inbound & outbound) and email to address complaints with the goal of increasing satisfaction/retention
• Maintain up‑to‑date knowledge about the company’s promotions and products
• Identify opportunities for process improvement that positively impact customer satisfaction
• Offer discounts or special deals as needed and within pre‑established limits
• Touch all aspects of customer service from answering billing questions to escalating complex issues
• Contact customers who have taken their complaint to social media outlets
• Accurately notate all customer interactions
• Provide customer feedback to the appropriate internal teams
• Generate weekly log reports

• A high school diploma or equivalent
• At least one year in the customer service field
• Excellent problem‑solving skills, including good negotiating ability
• Ability to remain calm and level‑headed during difficult situations
• Excellent written and verbal communication skills
• Dependable and punctual

Entry level

Full‑time

Sales and Business Development Industries:
Oil and Gas