Customer Retention Specialist
THE PERSON
Do you thrive in guiding clients through service retention decisions? Are you able to be the voice of the customer and turn their doubts into actionable solutions? The customer experience is of the highest importance at Clarity Voice and this position is vital to customer satisfaction. Join us as a Customer Retention Specialist and take charge of navigating the customer journey when retention hangs in the balance. Your expertise will play a pivotal role in keeping our valued customers onboard and satisfied.
JOB RESPONSIBILITIES:
Perform the day-to-day functions of retaining customer business within defined standard operating guidelines.
Handle all aspects of service cancellation tickets including customer interactions, early termination fees, equipment returns, and shipping labels.
Act as a liaison among billing, sales, customer success, and user experience teams while aiding the billing team with adjustments, invoice removal, and weekly loss business reporting.
Manage communication between Corporate and Franchise OTN program, including reduction on Corporate Billing for internally cancelled/terminated OTNs.
Route and assign OTNs appropriately and adjust customer account configurations.
Utilize computer-based systems (CBS, ZOHO) to access, update, and delete customer accounts.
Modify E911 database records based on service cancellations.
Create, assign, and follow up on training/technical tickets within internal departments.
Facilitate contract re-writes and service transfers for customers.
Acts as a conduit for Franchisor account inquiries to Sales management and top 250 account inquiries to the Customer Success team.
Adjust customer account configurations, conduct offnet test calls, update DID inventory report, and perform LTE deactivation and device removal as necessary.
Manage all carrier port out requests.
Minimum Requirements:
Prior Customer service experience.
Excellent verbal and written communication skills.
THE COMPANY – Clarity Voice
Clarity Voice is a pioneer of cloud-based VoIP phone systems, and our dedicated team is the reason behind our success.
We offer profit-sharing bonuses, a 401K matching program, medical, dental, and vision plans, and many other benefits. We value a work-life balance and support flexible work schedules, telecommuting, and offer a generous paid time off package. Our professional development program helps our employees advance their skills and grow their careers. We provide coaching, mentoring, and training events to help them realize their greatest potential.
We’re not all work and no play though – we celebrate birthdays, life events, and professional accomplishments, and are always open to new ideas to engage with each other. We have quarterly state of the company meetings to keep everyone abreast of new upcoming initiatives, customers, and ideas as well as congratulate team members for their contributions and inform them of organizational accomplishments. We also conduct engagement multiplier surveys to ensure our team members have a voice, YOU suggest, and WE listen. We encourage a collaborative team environment.
To encourage career growth, we have instituted a Badge program and have a knowledge-based company wiki to help us stay on the leading edge of technology. We utilize Slack to communicate in a remote environment, so our team never feels alone, and we love supporting a positive, collaborative working environment.
At Clarity Voice, we are passionate about serving our customers and doing the right thing. We’re a values-based company where culture is everything. We value each individual for their unique character traits and believe our culture is defined by the people who are part of it. The Clarity team is bound by a Code of Values and supports the company’s vision of becoming the most respected, most referred cloud phone company in North America.
WHY Clarity Voice? Clarity Voice stands out because of our culture and core values:
Dedicated – Do whatever is needed to get it done, finding satisfaction in your accomplishments
Continuous Improvement – Be willing to evaluate and seek to be better
Serve Before Gain – Assist without expecting a return on your personal investment
Do the Right Thing – Apply the Golden Rule, even when no one is around to see it
Humbly Confident – Be self-assured but know when to ask for help
Seek to Understand – Appreciate another’s perspective before sharing your own