Agile Resources, Inc. · 1 week ago
Digital Customer Retention Specialist w/spanish
Westminster, CO
Contract
Onsite
Senior Level
5+ years expAgile Resources, Inc. is seeking a Digital Retention Specialist responsible for ensuring high levels of customer retention and satisfaction. The role involves engaging with customers, resolving issues, and implementing strategies to improve loyalty while utilizing data analysis to drive retention efforts.
EmploymentIT ManagementRecruitingStaffing Agency
No H1B
Responsibilities
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
Qualification
Required
US Citizen/Green Card Required
Strong customer-centric and growth mindset
Experience in customer service and retention
Excellent active listening and empathy to understand customer perspectives
Strong analytical skills and a solution-oriented approach
Skilled in effective negotiation techniques, including identifying customer pain points, proposing solutions, and achieving favorable outcomes to build strong customer relationships
Ability to prioritize tasks and manage time effectively in a fast-paced environment
Excellent writing and communication skills, with the ability to convey thoughts clearly and concisely
Strong ability to collaborate with stakeholders and customers at various skill levels
Demonstrated ability to handle sensitive information with integrity and maintain a professional demeanor
Associate's degree or equivalent
5+ years of practical experience in customer service and retention
Proficiency in using Salesforce for documenting and managing customer interactions
Fluency in Spanish required
Preferred
Portuguese preferred/good to have
Company
Agile Resources, Inc.
Agile, a GEE Group Company (NYSE: JOB), is an innovative IT staffing and consulting firm that speeds time to talent by matching great people to great opportunities, enabling our clients to drive business results and create competitive advantage.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase