At Truckstop, we have transformed the entire freight-moving lifecycle with our SaaS solutions. From freight matching to payments and everything in between, we are the trusted partner for carriers, brokers, and shippers alike. We lead this industry forward with our One Team mindset committing to principles such as assume positive intent, have each other’s back, and be your authentic self. Our drive for greatness produces high expectations, yet our regard for humans is even higher. Join a team of brilliant minds and generous hearts who care deeply about other's success.
Position Summary:
The Customer Retention Specialist is a “front line” role in which the employee interacts with at-risk customers seeking to cancel their services with Truckstop. The intent of this role is to understand the pain points from the customer’s perspective, and in response address questions, concerns, and work to resolve their issues, whether real or perceived, with an end goal of driving customer retention and loyalty. The position spends more than 75 percent of the workday in direct customer contact via telephone.
Essential Job Functions:
- Verify customer requests; answer questions; and aid assistance. Communicate with customers using established phone, email, and/or chat etiquette
- Find a satisfactory solution to a given problem per standard operating procedures. Resolve product or service problems by clarifying the customer's complaint; determine the cause of the problem; select and explain the best solution to solve the problem; expedite correction or adjustment; follow up as needed to ensure resolution
- Verify company information via governmental websites and company policy, to set up and maintain accounts daily
- Field IB calls, manage phone queue and Salesforce case queues from internal Partners, working with our at-risk customer base seeking to cancel their subscription
- Identify customer concerns, address root causes to resolve immediate customer needs, and provide additional training opportunities to mitigate cancellation, drive loyalty, and adoption
- Identify the potential need for additional products and services in the Truckstop product suite that will drive additional customer value as applicable
- Coordinate efforts with internal Stakeholders and Partners as appropriate to drive thorough and complete customer resolution
- Meet/Exceed established timelines regarding initial customer contact attempt, case closure, and in any customer deliverables that are promised as part of their resolution
- Meet/Exceed targets for all assigned activities, KPI's, and the customer save conversions
- Track and document account information on various software solutions to track daily/monthly trends, and ensure proper disposition and documentation of all required activities in Salesforce, email, and via other required systems
- Other duties as assigned
Position Requirements:
- High School Diploma or equivalent
- Minimum of 2 years related experience in a customer-facing role required
- Proficient in Microsoft Office (Outlook, Excel, Word) and use of office equipment
- Strong and proven communication skills, both in writing and verbally
- Strong technical aptitude; familiarity with Salesforce and other internal Truckstop systems
- Natural problem solver who thoughtfully listens to customer confidently portrays a path forward and can be persuasive with customers as we create loyalty and retention
- Team player who wants to roll up their sleeves to help build and execute fresh ideas to address product adoption and churn mitigation
- Empathy, humility, great listening skills, and a “One Team” mindset
- Passion for and commitment to the Truckstop mission, vision, purpose, and values
- Proven track record and desire to work as part of a high-performing team; history of collaborating effectively with cross-functional teams is a plus
At Truckstop we are dedicated to creating a workplace that is equitable, inclusive, and inspiring for every employee. In an effort to provide greater transparency, we are sharing the base salary range for this position. The position is also eligible for commission based on meeting monthly targets. Final salary is based on a number of factors including market location, job-related knowledge, education/training, certifications, key skills, experience, internal peer equity as well as business considerations.
The anticipated base pay range for this position is:
$19—$23 USD
The above description covers the most significant duties performed but does not include other related occasional work that may be assigned or is completed by the employee.
Truckstop provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Truckstop participates in the E-Verify program. Learn more about the E-Verify program here: https://www.e-verify.gov/
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What We Do
At Truckstop, our One-Team mindset has transformed big dreams into epic success. We commit to principles such as assume positive intent, have each other’s back, and be your authentic self. This results in a feeling of connectedness, so no one feels isolated in a remote work world. Together, we build technology that determines the future of freight. Partners make the impact. We call our employees partners because we are interdependent upon each other to achieve greatness. From day one, we empower our partners with the freedom to innovate, take smart risks, and voice bold ideas. This autonomy allows our partners to think big and make an impact. Imagine greatness and own it. Imagine a place where you are equipped to drive your career – where exploration is encouraged, and opportunities present themselves to the curious. This is Truckstop.com. Our TLC (Truckstop Learning Center) and AI Talent Marketplace are examples of tools that help our partners develop new and critical skills. We are committed to empowering our partners to own their greatness. Flexibility to help you balance. We encourage our partners to embrace the richness of North America like the trucker who drives its highways. Whether seaside, countryside, or citified, wherever our partners draw inspiration from is where we want them to be. If it’s in an office or working from home, we set them up with the resources they need to excel. The best of two worlds. After 25 years of steady growth and profitability, Truckstop.com caught the eye of tech investor ICONIQ Capital. They saw how our breakthrough SaaS solutions impact an $800 billion industry. Our partners enjoy the stability of historical success yet are primed for exponential growth.
Why Work With Us
We are creating a culture of brilliant minds and generous hearts who care deeply about other's success. Our drive for greatness produces high expectations, yet our regard for humans is even higher.
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