We are looking for a Retention Specialist to join our growing team!
Retention Agents are responsible for responding to all customer cancellation requests, addressing issues/concerns, and ultimately retaining the customer. Retention Agents will be required to follow the campaign guidelines, objectives, processes, and procedures and work towards maximizing these to increase the overall save rate and reduce repeat customer cancellation requests.
About Us
At 411 Locals, our mission is to provide small businesses worldwide with simplified, effective, and affordable business services. We envision a world where entrepreneurs can start, grow, and run their ventures with confidence. As an ambidextrous group of companies, we continuously improve existing services while venturing into new markets.
Minimum Requirements
1+ Years call center experience with sales or retention preferred and an understanding of Internet marketing.
Soft Skills:
Confidence and enthusiasm.
Excellent verbal and written communication skills.
Excellent telephone manner.
Attention to detail and accuracy.
Ability to manage their own workload.
A proactive approach to process improvement
Experience needed: 1 Year Experience
Education: High school
Responsibilities
Responsible for the retention of existing accounts. Work with the customer to resell the importance of an online presence and resell the value of 411 Locals services. Identify the root cause for the cancellation request and work cross-functionally to address issues and trends. Serve as a customer advocate to ensure action is taken meet customer expectations. Contribute to the quality, growth, and continuity of the Retention Department.
Work Conditions
Remote
Work hours: 7 am to 4 pm PST as per schedule, which may change with advance notice. Presence before or after these work hours may be required based on business needs.
Compensation
- Base salary (depending on experience)
- Attendance bonus
- Performance bonus (determined after the first 90 days)
KPI’s:
Quality of the completed tasks
Company Values
Get Stuff Done, Deliver Results, Own It!
Directly Communicate, Fiercely Collaborate
Innovate Always and in All Ways
Domain Experts, Company Experts
Growth: Customers, Company, People
At 411 Locals, we are committed to fostering the growth and development of our employees. We provide clear career paths and advancement opportunities for both non-sales and sales roles. We believe in recognizing and rewarding exceptional performance and dedication.
Join 411 Locals and empower small businesses globally. Experience a collaborative and innovative environment that fuels growth. Achieve meaningful results and create a future where everyone wins.
To apply, please submit your resume outlining your relevant experience. We look forward to reviewing your application!
Note: Only shortlisted candidates will be contacted for further evaluation.