Bilingual Digital Retention Specialist

Job Summary:

The Digital Retention Specialist is responsible for ensuring high levels of customer retention and satisfaction. This role involves proactively engaging with customers to understand and address their needs, identifying blockers to renewal, and implementing strategies to improve customer loyalty. The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to analyze data to drive retention efforts.

Responsibilities for the Digital Retention Specialist includes but not limited to:

• Customer Engagement:
  Make outbound messages or calls to understand and address reasons for potential discontinuation of services.

• Issue Resolution:
  Take ownership of customer issues, ensuring minimal escalation and high satisfaction.

• Independent Decision-Making:
  Resolve customer needs independently and effectively.

• Customer Service Excellence:
  Communicate with customers, internal teams, and senior management to deliver exceptional service.

• Negotiation:
  Directly negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.

• Documentation:
  Maintain detailed records of customer interactions and activities in Salesforce.

• Data Analysis:
  Analyze data to identify trends and opportunities for improving retention and reducing churn.

• Collaboration:
  
  Work closely with the Sales and Support Teams to handle escalations and enhance the customer experience.

• Content Development:
  Identify, create, and deliver content to support customer adoption and engagement needs.

• System Proficiency:
  Demonstrated ability to rapidly learn and efficiently navigate multiple business systems, ensuring seamless task completion and operational effectiveness.

Qualifications:

• Bachelors or Associate’s degree or equivalent.

• 5+ years of practical experience in customer service and retention.

• Salesforce:
  Proficiency in using Salesforce for documenting and managing customer interactions.

• Language:
  Fluency in Spanish required. Portuguese preferred/good to have.

• Location:
  
  Must be located within 1 hour from the Westminster office.

• Office Attendance:
  Must report to the office at least 4 days a week.

• Customer Focus:
  Strong customer-centric and growth mindset.
• Retention Expertise:
  Experience in customer service and retention.
• Listening
  
  Skills:
  
  Excellent active listening and empathy to understand customer perspectives.
• Problem-solving:
  Strong analytical skills and a solution-oriented approach.
• Negotiation:
  Skilled in effective negotiation techniques, including identifying customer pain points, proposing solutions, and achieving favorable outcomes to build strong customer relationships.
• Time Management:
  Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Communication:
  Excellent writing and communication skills, with the ability to convey thoughts clearly and concisely.
• Interpersonal
  
  Skills:
  
  Strong ability to collaborate with stakeholders and customers at various skill levels.
• Trustworthiness and Professionalism:
  Demonstrated ability to handle sensitive information with integrity and maintain a professional demeanor.

• Pay: $27.21 / Hr

• Contract to Hire

• HYBRID - Westminster, CO (Onsite 4 days per week)

• Flex: M-F 8 a.m.
  
  - 5 p.m. MT

• Weekly paycheck

• Dedicated Onboarding Specialist & Recruiter

• Access to Adecco’s Aspire Academy with thousands of free upskilling courses

Pay Details: $27.21 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our…