Customer Retention Specialist

Description

At ABC Home & Commercial Services, we're more than just a company; we're a family committed to excellence. With 75 years of history and a team of over 1,000+ employees serving a growing network of cities in Central and South Texas, we take pride in being a family-owned business dedicated to fulfilling commitments, serving others, and supporting families.

How You'll Make an Impact:

As our Customer Retention Team Specialist, you will contribute efforts to reduce customer churn, increase customer lifetime value, and drive revenue growth through exceptional service. We're seeking a quick-to-connect, socially poised individual who will thrive on achieving results quickly. This person should be able to handle a variety of challenges while remaining results-oriented to drive the goals of the organization.

** $21.00 an hour to start with bonus**

This is not a remote position, but you may have the opportunity to work a hybrid schedule from home a percentage of the time, but you must be employed with ABC for a minimum of 3 months - 6 months of continuous, regular employment and have an acceptable performance and attendance record in order to be eligible for a hybrid schedule. The office location is in Austin, TX - only local applicants being reviewed.

• During your training you will be required to train in the office for 3 - 6 months as stated above.
• Schedule: Monday - Friday
• Time Schedule available: 8:00am to 5:00pm or 9am to 6pm
• Reports directly to the Customer Retention Manager
• One opening available

Requirements

What You'll Bring:

• Previous scheduling and/or call center experience preferred.
• Ability to organize and prioritize multiple tasks in a fast paced environment.
• Ability to communicate well, using excellent interpersonal and communication skills.
• Ability to understand basic billing.
• Must be able to adapt quickly in an ever-changing, fast paced environment.
• High proficiency with emailing, instant messaging and use of various electronic devices and applications for effective communication/information sharing.
• Ability to prioritize work load, work under pressure and handle irate customers and still maintain good composure.
• Excellent written communication skills, including spelling and punctuation.
• Previous customer service experience preferred.
• GED or High School Diploma required.
• Bilingual a plus.
• Strong time management skills.
• Excellent team player.
• Commitment to company values.
• Computer skills.
• Must be able to type at least 60 wpm, proficient in 10-key, and be able to use phone system.

What We Offer:

• Health, Dental, Vision & Life Insurance
• 401(k) with company matching
• Paid vacation and sick leave (PTO)
• Participation in Profit Sharing Plan
• Additional compensation for promoting and referring our services (Lead Now Program).
• Company clubs & committees, and company outings
• Paid trainings and development opportunities
• Tuition reimbursement
• Educational scholarships for employees and family members
• Wellness program, including paid Gold's gym membership
• Volunteer Engagement Program: 16 hrs. a year of Approved Volunteer Time Off (VTO)
• (Hybrid Schedule) Potential to work from home a percentage of the time after 3 - 6 months of training.

What You'll Do:

• Contribute to help execute the strategy of the Retention Team
• Collaborate with the Retention Team Manager on daily tasks & duties
• Make outbound calls, emails, and texts to customers categorized as “at risk”
• Implement Movers & New Homeowner strategies to retain homes & customers
• Implement strategies set by Customer Retention Managers
• Attempt to save customers intending to cancel their services with ABC
• Resolving or diffusing customer issues and providing timely feedback to supervisor regarding service failures or customer concerns or customer concerns.
• Resolving service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explain the best solution to solve the problem; expediting corrections or adjustments; following up to ensure resolution.
• Maintaining customer records by immediately updating account information.
• Contribute to team efforts
• Build strong relationships with key customers.
• Monitor customer accounts and proactivel