ERT Agent

Emergency Retention Specialist

As an Emergency Retention Specialist, your responsibility is to provide immediate support and swift resolution to urgent issues affecting customer accounts, thus protecting customer relationships in collaboration with the clients’ internal teams. You will work directly with customers to resolve critical errors, present offers, and provide recommendations for account optimization, while also encouraging 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.

Responsibilities:

• Conduct outbound customer outreach (manual and campaign-based) to provide updates, present offers, identify opportunities, and reinforce value.
• Rapidly respond to and resolve escalated issues, protect and establish collaborative relationships with support teams, while consistently demonstrating professionalism and emotional intelligence.
• Turn negative/neutral experiences into positive interactions.
• Serve as a brand ambassador and advocate for your customers; highlight all clients’ products and services.
• Minimize disruptions, maintain system availability, and ensure the continued functionality of services.
• Turn customer contacts into a sale or a save opportunity with a premium experience.
• Proactively triage high-risk accounts, flag early signs of churn, and collaborate 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.
• Demonstrate knowledge of and adherence to telemarketing laws.

Requirements:

• Ability to convey information accurately and efficiently to both internal team members and external stakeholders, 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.
• White Glove Customer Service
• Customer Service, Account Management, or Customer Success
• 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.

Preferred Qualifications:

• Previous experience working in a Secure Workspace (SWS) type environment or white room (no pen, paper, mobile or electronic devices, etc.).
• Experience troubleshooting hardware, software, applications, network, and device issues.