About The Job:
As a Customer Retention Agent, your primary responsibility is to ensure the satisfaction and loyalty of our valued customers. You will be the main point of contact for customers seeking assistance, handling inquiries, resolving disputes, and addressing concerns. Your goal is to engage and retain customers by providing exceptional service and building strong relationships.
What You Can Expect to Do:
Act as a trusted advisor to customers, actively listening to their needs and providing appropriate solutions.
Handle inbound and outbound calls, emails, and live chat interactions in a timely and professional manner.
Foster positive relationships with customers through effective communication, empathy, and problem-solving skills.
Utilize effective retention techniques to proactively address customer concerns and prevent cancellations or churn and to convert previous estimates to sales.
Accurately document customer interactions, inquiries, and resolutions in the CRM system.
Upsell or cross-sell relevant products or services to maximize customer value.
Collaborate with other departments, such as Sales and Production, to gather and share customer feedback and insights.
Stay updated on product knowledge, features, and industry trends to provide accurate information and recommendations.
Strive to meet individual and team retention targets and KPIs.
Other tasks as assigned.
What Your Background Looks Like:
Excellent verbal and written communication skills.
Strong customer service and problem-solving abilities.
Patience, resilience, and the ability to handle difficult or irate customers in a calm and empathetic manner.
Proficiency in using CRM software and other relevant tools.
Ability to multitask and manage time effectively in a fast-paced environment.
A proven track record in customer service or sales is a plus.
Prior experience in a similar role is preferred.
Work Environment and Physical Requirements:
This job operates in a remote work environment. This job demands a minimum of 30 hours worked per week.
While performing the duties of this job, the employee is regularly required to communicate and converse with employees in the English language. The employee must be able to remain in a stationary position 75 percent of the time and occasionally move about inside the office to access filing cabinets and machinery, etc. The employee must be able to operate a computer constantly and other office machinery.
About Us:
We are a locally owned and operated business in a dynamic and fast-paced environment. When you become a part of the team, we give you the tools to build upon existing leadership skills, meet amazing people, and join a company with whom you can grow.
We offer a comprehensive benefits package including 401(k) and an awesome work environment. We are committed to helping our employees grow and achieve at the highest levels.
We are an Equal Opportunity Employer.
Skills Required
- Excellent verbal and written communication skills
- Strong customer service and problem-solving abilities
- Patience and ability to handle difficult or irate customers calmly and empathetically
- Proficiency using CRM software
- Ability to handle inbound and outbound calls, email, and live chat
- Ability to multitask and manage time effectively in a fast-paced environment
- Proven track record in customer service or sales
- Prior experience in a similar role
- Minimum 30 hours worked per week (remote)
- Ability to communicate in English
- Ability to remain stationary 75% of the time and operate a computer constantly
What We Do
Allstar Services is a full-service provider of residential exterior replacement, repair, and maintenance services across various trades, including roofing, siding, and windows. The company's primary mission is to unite leading residential roofing brands under one roof to unleash growth, maximize potential, and create long-term value. Backed by Morgan Stanley Capital Partners, Allstar Services aims to redefine the exterior remodeling and roofing industry.
