Constant Contact
At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!
What you’ll do:
- Respond promptly to Retention inquiries via telephone, email, and cases.
- Handle inbound cancellation/downgrade calls from existing customers.
- Identify reasons for cancellation and overcome objections in an effort to retain customers.
- Carry out retention strategies to increase customer success/satisfaction and reduce overall churn.
- Identify customer vertical/industry, in order to tailor the conversation to be unique and specific to the customer’s industry and marketing needs.
- Utilize save offers appropriately and judiciously.
- Build and maintain relationships with customers and co-workers through effective communication and collaboration through a variety of communication channels.
- Special projects and tests as needed.
Who you are:
- Excellent organizational and time management skills.
- Ability to multitask, attention to detail.
- Solid math and problem solving skills, as well as understanding of financial principles.
- Must demonstrate superior verbal and written communication skills, problem solving skills and flexibility.
- Ability to maintain an excellent work ethic and display integrity in a professional environment.
- Must be able to work cross-functionally with other departments.
- Must possess superior customer focus while taking responsibility and accountability for actions that deliver measurable results.
- Must be able to work as a team member, adapting to a change as necessary.
- Strong customer service skills, with ability to express empathy and enthusiasm for a customer-focused experience.
- Outstanding verbal, written, and interpersonal skills.
- Strong ability to probe and correctly identify customer needs/concerns.
- Must inform your current manager in the event you are scheduled for an in-person interview
- Experience in a Finance and/or Retention setting a plus.
Why You’ll Love Us:
- We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we’re always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you’re passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family