Retention Specialist

Retention Specialist

Southwestern Consulting

2451 Atrium Way
Nashville, TN 37214

info@southwesternconsulting.com
615-391-2834
Website

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ABOUT US

At Southwestern Consulting, actions speak louder than words. Our values, strengths, and core beliefs shine through the actions of our people – our employees and contractors. We create a culture that elevates employees through professional development, transparency, and fun, so that we are empowered to treat our clients (past, present, and potential) with the same high level of care and thoughtfulness.

Southwestern Consulting consists of three unique divisions, each with a focused mission that helps professionals take their business and life to the next level.

Southwestern Coaching – Elevate Sales
Southwestern Empowerment – Elevate Performance
Southwestern Speakers – Elevate Events

JOB SUMMARY

The Retention Specialist reports to the Customer Service Manager and is responsible for client retention and exceptional service while offering solutions to client concerns and issues.  This position develops new retention strategies and techniques.  The Retention Specialist collaborates with other departments and contributes specialized customer service skills as requested.  This position coordinates client progress and coaching program completion in a comprehensive planning format, including benchmark and communication strategies.  The Retention Specialist reports and analyzes coaching data to improve coaching performance and client satisfaction.  This position creates marketing campaigns and presents targeted communication materials to active coaching clients.  The Retention Specialist demonstrates the company values and supports the mission.

JOB DUTIES AND RESPONSIBILITIES

  • Report and analyze coaching data to improve coaching performance and provide excellent customer service
  • Identify and collaborate on ways to increase accuracy, efficiency, and responsiveness of the coaching team
  • Recommend changes to existing coaching methods to increase accuracy, efficiency and responsiveness of the coaching team
  • Responsible for client retention by utilizing persuasive selling and customer service techniques within established guidelines
  • Resolve payment issues regarding delinquent accounts in a proactive and professional manner
  • Provide exceptional customer service while offering solutions to client concerns and issues
  • Collaborate with other departments and contribute specialized customer service skills as requested
  • Maintain and provide training for team members on customer service quality standards
  • Monitor and report on coaching metrics to ensure excellence standards are achieved
  • Coordinate client progress and coaching program completion in a comprehensive planning format, including benchmark and communication strategies
  • Work with the Marketing Team to create marketing campaigns and present targeted communication materials to active coaching clients to encourage continued engagement in coaching programs
  • Engage clients and document feedback that will provide insight to better serve client needs
  • Perform outbound calls to follow up with client satisfaction
  • Address client concerns regarding payment, program information or program upgrades/downgrades and any other coaching program information as needed
  • Perform other duties as assigned

REQUIRED QUALIFICATIONS

  • High School Diploma or equivalent
  • Associate degree preferred
  • 5 years of experience in customer service or customer retention industry
  • Proficient in Microsoft Office Suite
  • Ability to work on multiple projects simultaneously while accomplishing daily tasks
  • Effective oral and written communication skills and excellent interpersonal skills
  • Attention to detail, critical thinker and problem-solving skills
  • High standards for integrity, honesty, professionalism, and work ethic
  • Commitment to service excellence
  • Ability to work independently while demonstrating excellent organization and follow through
  • Demonstrates flexible and efficient time management and ability to prioritize workload
  • Ability and willingness to move with purpose and a strong sense of urgency
  • Self-motivated, positive, and enthusiastic
  • Self-starter with a strong desire to exceed expectations and capable of supporting a team
  • Maintains confidentiality discretion
  • Ability to effectively work in collaboration with others to achieve business objectives
  • Willing to grow and be challenged
  • Attend training as requested

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