Customer Retention Specialist

ABC Home & Commercial Services is seeking a quick-to-connect, socially poised individual who will thrive on achieving results quickly. This person should be able to handle a variety of challenges while remaining results-oriented to drive the goals of the organization.

As our Customer Retention Team Specialist, you will contribute efforts to reduce customer churn, increase customer lifetime value, and drive revenue growth through exceptional service.

**$20 to $22 an hour, based on experience**

This is not a remote position, but you may have the opportunity to work a hybrid schedule from home a percentage of the time, but you must be employed with ABC for a minimum of 3 months - 6 months of continuous, regular employment and have an acceptable performance and attendance record in order to be eligible for a hybrid schedule. The office location is in Austin, TX -only local applicants being reviewed.

• During your training you will be required to train in the office for 3 - 6 months as stated above.
• Schedule: Monday - Friday, 8am to 5pm or 9am to 6pm
• Reports directly to the Customer Retention Manager

WHAT WE LOOK FOR

• Previous scheduling and/or call center experience preferred.
• Ability to organize and prioritize multiple tasks in a fast paced environment.
• Ability to communicate well, using excellent interpersonal and communication skills.
• Ability to understand basic billing.
• Must be able to adapt quickly in an ever-changing, fast paced environment.
• High proficiency with emailing, instant messaging and use of various electronic devices and applications for effective communication/information sharing.
• Ability to prioritize work load, work under pressure and handle irate customers and still maintain good composure.
• Excellent written communication skills, including spelling and punctuation.
• Previous customer service experience preferred.
• GED or High School Diploma required.
• Bilingual a plus.
• Strong time management skills.
• Excellent team player.
• Commitment to company values.
• Computer skills.
• Must be able to type at least 60 wpm, proficient in 10-key, and be able to use phone system.

WHO WE ARE

A big family like no other, ABC is uniquely Austin.

ABC Home & Commercial Services has been servicing homes and businesses in the Austin community for over 60 years – servicing Texas for over 73 years. With a little over 1000 employees - serving more than a dozen cities and still growing.

ABC Home & Commercial is a family owned and operated business, providing a fun, stable, and challenging environment to grow, learn, and serve in our community. We’re pleased to have a diverse group of employees and believe strongly in a work/life balance while building long-term, trusting relationships with our customers and employees. At ABC you’ll quickly learn what it’s like to become part of a team that believes in fulfilling commitments, serving others, supporting families, and building our community.

WHAT YOU'LL DO

• Contribute to help execute the strategy of the Retention Team
• Collaborate with the Retention Team Manager on daily tasks & duties
• Make outbound calls, emails, and texts to customers categorized as “at risk”
• Implement Movers & New Homeowner strategies to retain homes & customers
• Implement strategies set by Customer Retention Managers
• Attempt to save customers intending to cancel their services with ABC
• Resolving or diffusing customer issues and providing timely feedback to supervisor regarding service failures or customer concerns or customer concerns.
• Resolving service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explain the best solution to solve the problem; expediting corrections or adjustments; following up to ensure resolution.
• Maintaining customer records by immediately updating account information.
• Contribute to team efforts
• Build strong relationships with key customers.
• Monitor customer accounts and proactively address concerns.
• Gather customer feedback to enhance services.
• Identify at risk customers and create action plans to retain them
• Have thorough understanding for all of ABC services.
• Maintain a positive attitude at all times with customers, fellow employees and supervisors.
• Other duties as assigned.

WHAT WE OFFER

• Health, Dental, Vision & Life Insurance
• 401(k) with company matching
• Paid vacation and sick leave (PTO)
• Participation in Profit Sharing Plan
• Additional compensation for promoting and referring our services (Lead Now Program).
• Company clubs & committees, and company outings
• Paid trainings and development opportunities
• Tuition reimbursement
• Educational scholarships for employees and family members
• Wellness program, including paid Gold's gym membership
• Volunteer Engagement Program: 16 hrs. a year of Approved Volunteer Time Off (VTO)
• (Hybrid Schedule) Potential to work from home a percentage of the time after 3 - 6 months of training.

• This is not a remote position, but you may have the opportunity to work a hybrid schedule from home a percentage of the time, but you must be employed with ABC for a minimum of 3 months - 6 months of continuous, regular employment and have an acceptable performance and attendance record in order to be eligible for a hybrid schedule. The office location is in Austin, TX -only local applicants being reviewed.

• During your training you will be required to train in the office for 3 - 6 months as stated above.
• Schedule: Monday - Friday, 8am to 5pm or 9am to 6pm
• Reports directly to the Customer Retention Manager

ABC is an Equal Opportunity Employer.

Please note that if an offer is extended that we do conduct the following pre-employment screenings: Drug Screen & conducts a thorough Background check.

ABC participates in the E-verify (I9) program.