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Posted May 09
Downs Ventures

Remote Customer Retention Specialist

United States of America Full Time

mployment Type: Contractor

We are seeking a Remote Customer Retention Specialist to work from home. The Remote Customer Retention Specialist acts as the primary point of contact for all inquiries and issues involving Internet Customer Service via phone and acts as a liaison to the Billing and Operations Departments

Key Job Responsibilities:

  • Handles incoming calls on all Customer Service related inquiries, order changes, status updates and cancellations with empathy and a focus on solving any customer problem on the first call.
  • Handle customer concerns with empathy and present Follow Per Click in a positive light at all times.
  • Provide solutions that are beneficial to the company and attractive to the customer.
  • Demonstrates self confidence and a desire to go the extra mile to take care of the customer to create a positive customer experience every time.
  • Communicates with Management on all customer and product issues.
  • Preform light collections billing calls when necessary.
  • Provides pro-active, consistent follow-up to all customer inquires, either via phone/email/chat.
  • Responds and replies to every customer email the same day.
  • Involves management during an escalated customer issue when necessary to satisfactorily resolve the customer’s concern.
  • Identifies trends in issues that may affect customer satisfaction levels and consistently communicates them to management in measurable terms.
  • Communicates with management about employee/ salesperson (i.e. product misrepresentation, reship issues), vendor/product issues such as potential defective/faulty products etc and 2nd touches.
  • Ensures that all communications pertaining to an order are noted in the comment section of the order so subsequent issues will have complete information.
  • Performs other duties as assigned.

About Downs Ventures:

We are backed by venture firm Downs Ventures, a marketing and investment firm based out of San Diego. We are a badged Google Partner. We manage digital marketing for our digital investments, and also manage digital marketing for several clients.

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