Customer Support Representative- Voice Process/Sales

Customer Retention Specialist

The Customer Retention Specialist reports to the Customer Service Supervisor. The Retention Specialist will be a key player in our sales-focused team, possessing advanced knowledge of our products, procedures, and guidelines. This role is pivotal in retaining customers who are considering discontinuing their services with Gannett properties. We're seeking an individual who not only communicates effectively with customers but also leverages sales techniques to understand and address the root cause of their dissatisfaction, securing their continued business, and grow engagement through product positioning.

• Responsibilities:

• Drive Sales Retention: Exceed productivity standards by effectively retaining customers through sales oriented solutions while maintaining overall accuracy and Key Performance Indicators (KPIs).
• Conflict Resolution: Demonstrate a proven ability to diffuse escalated customer situations using effective negotiation skills to reach mutually beneficial resolutions.
• Thorough Documentation: Complete all necessary documentation for every customer interaction, ensuring comprehensive records of customer concerns and resolutions.
• Ownership and Proactivity: Take ownership of customer concerns, proactively following through to resolution to minimize escalations and ensure customer satisfaction.
• Independent Decision Making: Make independent decisions based on established guidelines to effectively address customer needs and concerns.
• Collaborative Teamwork: Work collaboratively as part of a sales-driven team to achieve individual, team, and departmental sales objectives, sharing knowledge and skills to drive success.
• Customer-Centric Focus: Maintain a strong focus on customer satisfaction, consistently responding to and exceeding customer expectations.
• Quality Assurance: Adhere to agreed-upon quality standards, striving for a minimum accuracy rate of 90% in all customer interactions.
• Professionalism: Maintain professional relationships with internal and external customers, customer service management, and colleagues, representing Gannett properties with integrity and excellence.
  

Requirements:

• Sales Acumen: High School diploma or GED equivalent required, with a demonstrated knowledge of effective sales and negotiation techniques to address escalated customer issues promptly and effectively.
• Flexibility and Reliability: Ability to work a flexible schedule, including some holidays, demonstrating dependability and punctuality for all scheduled shifts.
• Time Management: Ability to prioritize work, manage time effectively, and thrive in a fast-paced, sales-focused environment.
• Product Knowledge: In-depth knowledge of products, guidelines, procedures, and CSC operating systems to effectively address customer needs and drive sales retention.
• Initiative and Accountability: Self-motivated, creative, and flexible, with a willingness to take initiative, be accountable, and effectively handle multiple tasks simultaneously.
• Attention to Detail: Demonstrate a high level of accuracy and attention to detail in all customer interactions and documentation.
• Numerical Proficiency: Ability to accurately complete basic math calculations to support sales and retention efforts.
• Performance Consistency: Maintain strong retention and customer satisfaction KPI performance consistently over time.
• Good Standing: Must be in good standing, both professionally and ethically, representing
• Gannett properties with integrity and professionalism.
• Background Check: Employment is contingent on passing a pre-employment, post-offer background check to ensure compliance with company standards.