Customer Retention Specialist

Application Process

• You will first take an assessment. This will take about ___ minutes. Please do the assessment in one sitting.
• After you've finished the assessment, you will be forwarded to the application link.
• You will need to fill out both the assessment and the application form in order to qualify to apply.
• To move on to the next round of interviews you will be contact via email. 

Role & Responsibilities: 

• Communicating with customers and customer service team 
• Analyzing customer behavior 
• Gathering information about customer complaints 
• Developing aggressive retention strategies based on customer feedback 
• Negotiate with customers to renew contracts and retain business 
• Meeting with sales/ marketing team to propose customer retention solutions 
• Writing and presenting customer behavior reports 
• Building positive relationships with customers
• Handle customer refunds 
• Handle customer disputes and missed payments
• Handle customer disputes
• Creates refund reports

Qualifications: 

• Excellent customer service skills 
• Strong conflict resolution skills 
• Ability to remain calm and professional in stressful situations 
• Excellent attention to details (detail oriented) 
• Ability to handle multiple projects at one time 
• Highly organized 
• Excels in roles requiring processes and procedures 
• Ability to relate to others (interpersonal) 
• Ability to work independently as well as with a team 
• Task driven 
• Knowledge of modern software (email, google docs, payment processing systems like PayPal & Stripe) 
• Ability to work remotely undistracted and with diligence 
• High communication skills through both written (email, chat) and verbal (phone and video calls) 

Culture Fit

• A desire to serve our audience and help them succeed
• Constant awareness of what our audience needs and how we can deliver that to them 
• A willingness to support the team, work together and lift each other up
• Working with honesty and integrity. Acknowledging mistakes and working to improve. Practicing extreme ownership of our own mistakes and readily presenting ways to move past those mistakes or solve a problem.
• Pursue excellence. You always seek to level up your skills, learn new things and become the best you can be.
• Problem solving. You take ownership of your role and bring possible solutions to the table when something is wrong. You pursue answers and research instead of relying on step-by-step instructions.
• Grace and understanding. Our team moves fast and is very much in the startup phase. We all know there are things that could be improved and we want to know how we can help. We have grace for ourselves and each other as we all grow together.
• Servant leadership. We lead by example, by striving to help our community and each other.
• 360 degree leadership. We believe that we all have a leadership role as we not only lead those under us, but next to us and above us. We all practice communication, ownership, problem solving, relationship building, and other examples of leadership.

What Makes Us a Great Team to Be a Part Of

• Our work environment is healthy, familiar, fun and challenging. We all get along amazingly well and truly care for and support each other. We also constantly challenge each other to grow, there are no lids on members of our team.
• We like to have fun together - we have work retreats where we are able to have awesome experiences (think renting a cabin in Big Bear and snowboarding, or renting ATVs and testing out Go Pros, and also just having game nights where we enjoy food and hang outs)
• We want to aid you in your growth. We support you by purchasing training and resources you need to improve in your job. We invest in our team members.
• You’ll be connected to some of the most influential people in our industry, able to learn and grow from their example.