Customer Retention Specialist- Outreach

Overview

Training

Schedule:

Day Shift, Monday-Friday, 8 AM-5 PM CST

Schedule:

Monday-Friday, 11 AM-8 PM CST

Work Location:

Onsite

Summary:

As a Customer Retention Specialist in our Outreach team, your responsibility is to cultivate robust customer relationships that foster our clients’ growth while championing the needs of customers by collaborating with the clients’ internal teams. You will serve as a trusted resource for our Business Market and Public Sector customers. This position will closely collaborate with Marketing Sciences, Sales, Contract Management, and other stakeholders to analyze high-risk customers, playing a crucial role in reducing churn and safeguarding our revenue through exceptional communication and strategic engagement.

You will work directly with customers to present offers or provide recommendations for account optimization and encourage the use and adoption of online tools. This white glove service role requires excellent customer service skills and the ability to establish strong internal partnerships with Sales, IT, and Finance to create mutually beneficial solutions. As this is a brand-new program, flexibility is a non-negotiable in this role;

the ideal candidate will be willing to adapt to the changing demands of our business.

• Utilizing Project Management skills by working closely with the key partners to maintain a continuous flow of information specific to case status, and to identify potential issues and/or opportunities
• Conduct outbound customer outreach (manual and campaign-based) to provide updates, present offers, identify opportunities, and reinforce value.
• Building and nurturing collaborative relationships with support teams while consistently demonstrating professionalism and emotional intelligence
• Turning negative/neutral experiences into positive interactions based on a proactive approach
• Serving as a brand ambassador and advocate for your customers, throughout every contact, highlighting all our clients’ products and services
• Identifying plans and services that would suit customer needs to prevent future contacts
• Turning customer contacts into a sale or a save opportunity with a premium experience
• Demonstrating a high level of critical thinking when making decisions in customer resolution and considering the impact on our brand
• Supporting high-level escalations through the entire customer journey, including pain points, identifying the root cause of concerns, and working quickly to resolve them
• Proactively triaging high-risk accounts, flagging early signs of churn, and collaborating across departments to mitigate risk.
• Provide technical or account assistance in collaboration with Sales and Support teams.
• Document customer interactions thoroughly using CRM tools to ensure alignment and visibility
• Knowledge of and adherence to telemarketing laws

• Ability to communicate clearly and compassionately, both verbally and in writing
• Adaptive to changing situations in a competitive market
• Ability to overcome objections while demonstrating genuine empathy
• Genuine interest in people and a desire to help and build relationships with customers
• Comfort navigating change in a dynamic environment with a positive, solutions-oriented mindset.

• White Glove Customer Service: 1-2 years
• Customer Service, Account Management, or Customer Success: 1-2 years
• Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM), and tools like Microsoft Office
• Experience working in Loyalty/Retention programs with a high understanding and performance with loyalty tools such as Compass & My solutions
• Strong analytical skills and attention to detail; ability to recognize patterns and trends in customer behavior.
• Previous experience working in a Secure Workspace (SWS) type environment or white room (no pen, paper, mobile or electronic devices, etc.): 1+ years

• One or more years of Technical and Public Sector customer experience: 1+ years
• Experience troubleshooting hardware, software, applications, network, and device issues
• Experience resolving customer issues, billing, and/or handling product Q&A
• The opportunity to work on a high-visibility program with real business impact.
• A hybrid work environment with flexibility after training completion.
• A culture that values collaboration, respect, and continual improvement.
• Growth opportunities in Q4 and beyond as the Hyper Loyalty program evolves.
• Ability to cross-train and expand expertise across the Business and Public Sector lines of business.