Customer Retention Specialist |
| Location: | Portland, OR |
| Salary Range: | DOE |
| Exempt/Non-Exempt: | Non-Exempt |
| Benefits: | Learning.com offers an exceptional benefits package to full-time employees including medical and dental coverage, 401k Plan, long-term disability, life insurance, an Employee Assistance Program, medical / dependent care / transportation reimbursement programs (including bicycles), health club reimbursement, PTO, 10 paid holidays, bananas, oatmeal and more... |
| Employment Type: | Full Time |
| Description: | The Customer Retention Specialist is responsible for proactively engaging with Learning.com customers to ensure satisfaction and drive renewal of existing products. This position is critical to creating, building, and strengthening Learning.com’s long-term relationships while driving repeat sales, add-on business, revenue growth and continued renewal revenue. The individual in this role demonstrates superior customer relations and strives to ensure customer satisfaction. |
| Duties: | Individual Responsibilities
External:
• Engage Learning.com’s current customer base to ensure satisfaction with Learning.com’s products.
• Provide information about Learning.com's products/services and suggest product/service options available to resolve customer needs.
• Timely follow-up to all customer inquiries.
• Generate leads from existing customers for potential new opportunities to pass on to sales, implementation services, and/or product marketing.
• Contact customers who have low usage and/or open renewal notices
• Convey the value of Learning.com products to customer base.
• Work directly with customers through email, phone, and other methods to identify customer issues/concerns
Internal:
• Involve appropriate department when a problem, issues, or concern is uncovered
• Communicate potential and real systemic issues to the appropriate sales, implementation, and/or product marketing person for further investigation and resolution
• Support implementation team members and provide backup support for implementation specialists, customer support, and other Learning.com stakeholders, as necessary
• Maintain regular, consistent, well documented, communication with identified regional sales, implementation, and/or product marketing person
• Notify appropriate sales representative of up-sell opportunities
• Prepare or assist in preparation of written materials (e.g., reports, memos, letters, updated specifications, etc.) for the purpose of documenting bugs, changes to software, service interruptions or additions to technical guides
• Compile data regarding customer issues and determine appropriate actions and interventions based upon usage, data, internal and customer feedback
• Maintain excellent knowledge of Learning.com products and services in order to understand customer needs
• Document all customer contact within CRM
• Support implementation team members and provide backup support for implementation specialists, customer support, and other Learning.com stakeholders, as necessary
Team Responsibilities:
• Collaborate with implementation services team to ensure department goals are met
• Work to compile best practices
• Contribute to the creation of implementation services and customer support documents and strategies in collaboration with implementation services team members
• Perform phone, remote and some back-up trainings
• Identify customer requirements for successful implementation
• Other duties as assigned
SUPERVISORY RESPONSIBILITIES: Individual Contributor
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| Qualifications: | QUALIFICATIONS
• High school diploma, general education degree or equivalent required
• College degree preferred
• Minimum of one year experience in customer service/relations and/or call center role
• Exceptional customer service orientation with high touch relationship building skills.
• Teaching experience in a public/private school environment preferred
• Excellent phone and customer-relations skills
• Thorough understanding of technology, especially as it relates to education and instruction
• Track record of exceeding goals and targets
• Demonstrated experience operating within a culture of accountability
• Ability to listen for cues from the customer to identify underlying issues.
• Ability to work inter-departmentally to accomplish objectives and solve issues, get along with others, accent constructive feedback and exhibit a positive attitude.
• Ability to work in a fast-paced, production environment.
• Effective time management and organizational skills.
• Self-motivated, self-directed, and demonstrated initiative.
• High capacity to learn and adapt
• Exceptional integrity, honesty and trustworthiness
• Must be able to adhere to privacy policies and provide confidential/secure support
• Ability to respond to customer requests within agreed department time limits
• Ability to prioritize and manage several open cases at one time
• Quickly establish a good working relationship with customers
• Must be able to work as early as 5 am, Monday-Friday to accommodate Eastern Time Zone
LOCATION: Portland, OR
PHYSICAL DEMANDS:
Work involves walking, talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms. Vision abilities required by this job include close vision and the ability to adjust focus.
GENERAL INFORMATION:
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. Management has the right to assign or reassign duties and responsibilities to this job at any time.
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