Customer Loyalty Specialist

BASIC PURPOSE
Responsible for resolving customer complaints and reducing product churn by promoting client loyalty and pro-actively placing outbound calls to our subscribers in an effort to reinforce customer value and loyalty and ensure customer needs are being met.
MAJOR DUTIES
Resolve customer complaints by listening to customers’ reasons for disconnecting service; research and recommend alternative services and corrective actions or promotional offers for maintaining service.
Identify current and future customer service requirements by establishing a personal rapport with customers and understand wants and needs to better consult with customers regarding current disconnection and possible future disconnections.
Retain customers proactively by assisting in the planning, development, and implementation of pre-disconnect programs designed to improve Customer Loyalty and decrease potential disconnections.
Complete welcome calls to engage and greet new customers into the CWW/Bark Mobile family and proactively contact existing customers to enhance customer retention.
Maximize retention efforts by personally receiving and taking action upon disconnection requests received via phone, fax, or written notice.
Develop and act upon calling lists of customers already disconnected to attempt to persuade to reactivate service.
Prepare reports by collecting and analyzing disconnection information; prepare regular presentation reports of activity.
Recommend potential products or services by collecting information from customer contacts and analyzing customer needs.
Maintain customer confidence and protect the organization by keeping customer and company information confidential.
Build and strengthen company’s reputation by taking ownership for completing new and different customer requests, exploring new opportunities to add value to job accomplishments, enhancing job knowledge and maintaining quality customer relations.
Build positive working relationships with customers to increase repeat business and referrals.
Contribute to team effort by welcoming new and different work requirements, exploring new opportunities to add value to the organization, and accomplishing related job results as and where needed.
Use report to contact customers to come into our retail store for upgrades and information on new features, plans and phones.
Back up phones (customer care) when needed.
Other job duties as assigned.
MINIMUM QUALIFICATIONS
Education: High school diploma/GED required. Some college in related field preferred.
Work Experience: Previous customer service and/or call center experience required.
Special skills/knowledge/abilities required: Excellent oral and written communication skills, people skills. Ability to maintain confidentiality. Computer skills required including Excel, Word, Outlook, and Internet. Excellent problem solving, troubleshooting, analytical, and negotiating skills and discretionary judgment as necessary in making decisions. Ability to work independently and as a team member to achieve team and company goals. Must be self-motivated, be able to multi-task, and be able to work well under pressure. Available to work flexible hours, including evenings, weekends, and holidays, based on our evolving business needs.
Preferred Skills: Bilingual English/Spanish. Be comfortable with initiating conversations. Positive attitude; detail oriented and responsible. Must be highly organized. Relentless follow-up and follow-through skills. Ability to anticipate, adapt, and problem-solve in changing situations.
Physical Requirements: Sitting, standing, bending, stooping, lifting. Use of computer/keyboard and general office equipment. Able to lift and carry up to 25 pounds.