Customer Retention Representative

At Primo Brands, we pride ourselves on delivering top-notch services to our valued customers. We understand that customer satisfaction is the cornerstone of our success. Alongside that, we’re also committed to developing our people – enabling them to make the most of the many elements that help them to succeed.

As a Customer Retention Coordinator, you will be responsible for engaging with customers who are considering canceling our services. Your primary objective will be to deliver a premium customer experience, understand their concerns, and offer effective tactics to reassess their needs. This role requires a high degree of independence, problem-solving skills, and the ability to resolve complex issues.

Reporting

Location:

Must be within commutable distance to Norton, MA Customer Care Centers.

Schedule:

Monday – Friday from 12:00 pm to 9:00 pm EST

Compensation: $20.35+ / hour based on geographic location + shift differential for applicable hours worked (after 5pm local time)

Monthly Bonus:
Eligible for up to $500 monthly bonus (based on performance)

Health Benefits:Medical, prescription, dental, vision, flexible spending account (FSA), dependent care flexible spending account (FSA), health savings account (HSA)

Retirement/Investing:401K with a 5% match, Employee Stock Purchase Plan (ESPP)

Insurance:Employee Life Insurance, short and long-term disability, critical illness, hospital indemnity, accident insurance, spouse/domestic partner/child life insurance, accidentaldeathand dismemberment

Other great benefits:Employee discounts, save on auto, home, and pet insurance, tuition reimbursement, paid vacation and sick time, 9 paid holidays and 3 paid floating holidays, paid leave for when you have a baby, adopt a child, or become a foster parent, legal services, identity theft protection, employee assistance program (EAP), adoption reimbursement benefit,FEDlogic, commuter benefits

• Interact with customers seeking to cancel services in a courteous and empathetic manner.

• Listen actively to customer concerns and reasons for wanting to cancel, addressing their issues effectively.

• Use negotiation tactics to offer customized solutions and promotions to retain customers and meet their needs.

• Provide information on the value and benefits of our services to persuade customers to reconsider their decision.

• Collaborate with other departments to resolve complex issues and concerns raised by customers.

• Document customer interactions and update relevant databases with accurate information.

• Maintain a high level of product and service knowledge to effectively communicate benefits to customers.

• Meet or exceed retention goals and targets set by the company.

• Keep up to date with industry trends and competitor offerings to better assist customers.

• Advise very busy, back-to-back calls while maintaining call volume as the top priority.

• Build positive relationships with customers and business associates.

• Demonstrate strong conflict resolution skills to de-escalate tense situations.

• Collaborate with leadership in creating innovative save tactics to retain customer business.

• Exhibit computer proficiency and strong problem-solving skills.

• Must be skilled in all relevant skillsets required for the role.

Requirements:

• High school diploma or GED.

• 1-3 years of call center experience.

• Excellent communication and interpersonal skills.

• Strong problem-solving abilities.

• Ability to thrive in a fast-paced environment.

• Ability to work independently and make decisions without on-site supervision.

• Self-motivation, resilient and able to handle rejection and objections professionally.

• Willingness to learn and adapt to changing customer needs.

Technical Qualifications and Requirements:

• The employee must have a space in his or her place of residence suitable for the installation of a Home Agent workstation.

• Work environment must be free from distractions, including any background noise that impacts the customer experience.

• The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information.

• Prior experience with setting up and troubleshooting remote workstation (i.e. computer, phone, modem, router, etc.) preferred.

• Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). You may not use satellite internet providers.

• Your device must be directly connected to router/modem via…