Supervisor, Customer Retention

Job Description:
Supervisor, Customer Retention
Location: Buchanan, NY
Pay Range: $60,000 - $65,000 (+commission)
JOB SUMMARY
The Supervisor, Customer Retention is responsible for managing a team of retention agents to retain existing customers from discontinuing JP McHale Pest Management, LLC. (JPM) services and reselling annual renewal agreements.
MAJOR DUTIES AND RESPONSIBILITIES

• Coach, monitor, develop, lead, model, motivate, analyze, organize, staff, and train so that the team of Retention Specialists are successful.
• Supervise agents to ensure a high level of customer satisfaction, professionalism, and courtesy during all retention transactions.
• Consistently meet or exceed weekly and monthly retention activity goals by coaching agents on sound telephone-based customer save techniques.
• As a result of regular phone monitoring and engagement with the agents, create and execute on steps to improve customer experience and improved retention rate.
• Ensure that agents are educated in and abide by the business rules surrounding the retaining of a customer.
• Coach to specific behaviors that will improve save yield and, therefore, improve agent commission earnings potential.
• Manage agent compliance of call handling metrics to include productive time, schedule adherence, handle time, after call work, and other metrics as necessary.
• Analyze and provide statistically based recommendations on ways to improve agent save performance.
• Manage agents' performance by providing frequent coaching based upon call monitoring and save performance.
• Master order processing within the billing system regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to the retention function.
• Acquire, demonstrate, and instruct thorough knowledge of competitors' pricing, packaging, and products in an effort to provide agents with skills needed to discuss side by side comparisons of JPM's and competitors' products and services.
• Ability to successfully manage difficult customer calls that require issue resolution.
• Perform other duties as requested by supervisor.

REQUIRED QUALIFICATIONS

• 3-5 years of related experience.
• Read, write and speak the English language to communicate with employees and customers in person, on the phone, and by written communications in a clear, straight-forward, and professional manner.
• Provide coaching and direction for appropriate retention and sales techniques to ensure agents achieve and sustain achievement of stated retention goals.
• Strong working knowledge of pest control products and services.
• Excellent verbal and written communication skills to include presenting materials in front of an audience.
• effectively handle irate customers while attempting to resolve stated issues.
• Capability to handle multiple projects and tasks.
• Ability to prioritize and organize effectively.
• Associate degree in marketing, sales or related field or equivalent experience.