Retention Specialist

Overview

A Retention Specialist will make initial contact with clients primarily by phone, and in some cases by text or email. The Retention Specialist will contact the client at specific intervals to determine how satisfied they are with their job. The Retention Specialist will escalate any client who is at risk of leaving. While speaking with the client, the Specialist will take notes and use our system to collect data presented to our Partners.

All drivers assigned to the Retention Specialist will be overseen by an Agent. The Specialist’s compensation is directly tied to success in handling more clients and keeping the client employed with the Partner. The Specialist may be required to conduct exit interviews using predetermined questions.

• Manage a client list of at least 350 individuals
• Take good notes to enable productive conversations over the tenure of the driver
• Keep the list of clients organized to ensure they are called during the proper intervals
• Set up follow-up calls to ensure problems have been addressed by our Partners
• Identify clients at risk before turnover
• Conduct exit interviews
• Properly code issues

• Number of drivers assigned to you
• Number of prospect calls/texts/emails handled per week
• Retention rates
• Turnover rates
• Client tenure
• Data collection/accuracy
• Number of initial calls made outside the 7-day window (expectation is
  0)

• Excellent communication and oratory skills
• Ability to manage multiple tasks at once
• Excellent organizational skills
• Ability to follow processes and see tasks through to completion
• Must be able to speak and understand English
• Bilingual in Spanish is preferred but not required
• Must be able to use a computer and input data accurately and timely into the system
• Ability to resolve disputes between Client and Partner
• Ability to connect with people by conveying trust and loyalty
• Maintain a positive and enthusiastic attitude
• Keep client and partner information confidential
• Be professional in speech, dress, and work habits

• High School Diploma or equivalent
• At least one of the following:
  • Experience in the transportation/trucking industry (preferred)
  • Experience in job placement or recruiting
  • Other applicable experience relevant to the job description