Customer Retention Specialist

• Build Meaningful Customer Relationships by creating positive, engaging conversations rooted in empathy and trust.
• Practice active listening to understand each customer's unique needs, concerns, and goals.
• Serve as a retention expert by identifying the root cause behind a customer's desire to cancel service.
• Recommend personalized solutions that balance customer needs with sound business decisions by educating customers on products, services, and solutions that best fit their needs.
• Confidently overcome objections by demonstrating the value of remaining a Consumer Cellular customer.
• Consistently achieve retention and sales performance goals by demonstrating ownership of every interaction.
• Increase customer lifetime value through exceptional service and thoughtful recommendations.
• Resolve customer concerns the first time (First Call Resolution), minimizing repeat contacts and escalations.
• Maintain expert knowledge of Consumer Cellular products, services, systems, promotions, and wireless industry trends.

• Minimum of one (1) year of experience in customer retention, sales, or consultative customer service with demonstrated success meeting or exceeding performance goals.
• Proficiency with Microsoft Office and the ability to quickly learn new technologies.
• Naturally connects with people and quickly builds trust using empathy, patience, and authenticity.
• Demonstrates passion about helping people find the right solution.
• Strong communication skills that include active listening and strong verbal and written communication.
• Ability to ask thoughtful questions that uncover customers' needs.
• Skilled at explaining solutions clearly and confidently.
• Thinks critically, identifies the true reason behind customer concerns, and finds creative solutions that benefit both the customer and the business.
• Demonstrated ability to influence customer decisions through education, trust, and value, not pressure.
• Thrives in a fast-paced environment and is comfortable using multiple computer systems simultaneously.

Demonstrates expertise in customer retention and consultative sales, utilizing strong communication and active listening skills to build trust and provide tailored solutions. Proficient in resolving customer concerns effectively while maintaining a deep understanding of products and industry trends.

• Customer Retention
• Active Listening
• Sales Performance
• Microsoft Office Proficiency
• Consultative Customer Service

• Customer Retention
• Sales Performance
• Consultative Customer Service
• Problem Solving
• Critical Thinking

• Empathy
• Patience
• Authenticity
• Strong Communication
• Building Trust

• Customer Lifetime Value
• First Call Resolution
• Wireless Industry Trends
• Personalized Solutions
• Customer Needs

• Microsoft Office
• Multiple Computer Systems