Job Description
We are seeking a Customer Retention Coordinator (CRC) to join our Customer Engagement Center (CEC) team. The primary role of the CRC is to partner with the Retention Manager and Customer Engagement Specialists to enhance the Voice of the Customer (VOC) and support ongoing strategies and initiatives to retain and grow existing customers in support of our evolution to a premium service. The CRC will enable results through innovative strategies to retain, enhance and grow our customer experience. The Retention team will speak with existing residential and commercial customers that wish to change or cancel service in an effort to save them, and the VOC outbound team will proactively reach out to customers who have answered surveys indicating opportunities with our service to learn more and help resolve outstanding issues or concerns.
Reporting Location: Remote
Schedule: Monday – Friday, availability between the hours of 9 am and 7 pm Central (10 am and 8 pm ET)
Compensation: $20.00 / hour + 6-8% of base hourly rate shift differential paid for applicable hours worked
Customer Retention:
- Assist with report-outs on performance and business updates to the Customer Retention Manager
- Intervene and handle the most sensitive escalated issues and customers concerns as needed
- Pilot test for the business as needed and report critical data
- Other duties as assigned
Customer Retention Coordinator Core Responsibilities:
- Incorporate and implement specialized save tactics to retain customers
- Report customer trends and recommend solutions for customer save tactics
- Partner cross-functionally with Operations, Supply Chain, and other business partners, as needed, to deliver Premium Customer Service
Voice of the Customer:
- Grow existing customer accounts through exceptional customer service and effective sales techniques
- Interface with customers across multiple communication channels to address sensitive customer complaints to retain customers
Qualifications
Key qualifications include, but are not limited to:
- High School Diploma, GED or equivalent work experience
- Minimum 1 year of experience primarily handling customer escalations in a customer service/call center environment
- Ability to thrive in a fast-paced environment
- Excellent written and oral communication skills
- Possess a high degree of professionalism; ability to adhere to confidentiality
- Strong computer skills including Microsoft Office Suite, Salesforce and DOS based systems
- Detail oriented, self-motivated, able to multitask and meet deadlines
- Exceptional organizational and time management skills
- Must be able to work independently and have outstanding decision making and problem-solving ability
Technical Qualifications and Requirements:
- The employee must have a space in his or her place of residence suitable for the installation of a Home Agent workstation.
- Work environment must be free from distractions, including any background noise that impacts the customer experience
- The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information
- Prior experience with setting up and troubleshooting remote workstation (i.e. computer, phone, modem, router, etc.) preferred.
- Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL, or Fiber Optic/FiOS providers only). You may not use satellite internet providers.
- Your device must be directly connected to router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection.
- Must be able to certify compliance with requirements regarding internet speed and connection
BlueTriton Brands’ position in the Canadian bottled water market is unmatched. More than half of domestic spring water products sold in Canada are produced by BlueTriton Brands, including the leading domestic natural spring water brand – Pure Life. We’re passionate about creating shared value for society in all kinds of ways: from providing careers and benefits to communities where we operate to environmental stewardship – most notably responsible water management, lightweight packaging and advancing recycling in our communities. As a valuable part of our team, you’ll receive a competitive total rewards package that may include healthcare benefits, retirement savings benefits and paid time off – something that will provide you with the support you need to thrive both inside and outside of work. It’s not just the work that you’ll find fulfilling here though.
BlueTriton Brands is proud to be an Equal Opportunity, seeking to create a welcoming and diverse environment. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as an individual with a disability, or other applicable legally protected characteristics. BlueTriton Brands is committed to providing reasonable accommodation for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please contact us at BlueTritonHR@bluetriton.com