Retention Specialist

4 days ago

St John's, Newfoundland and Labrador, Canada Accoravillage Full time

About Accoravillage

Accoravillage is a leading provider of commercial hygiene and sanitation services. Our company values a people-first approach, fostering a collaborative and inclusive culture that drives success.

Job Summary

We are seeking a skilled Retention Specialist to join our team. As a key member of our customer success team, you will be responsible for retaining accounts at risk and implementing strategies to reduce churn.

Key Responsibilities

  • Customer Retention: Proactively identify and address customer concerns, implement strategies to retain customers, and manage reports to ensure account status is up-to-date.
  • Account Management: Interface with the customer success team to work through account maintenance tasks, update customer account records, and monitor reports to ensure potential risks are identified and addressed.
  • Communication: Develop and maintain strong relationships with customers, colleagues, and stakeholders through effective communication and problem-solving skills.
  • Market Research: Conduct market research and maintain knowledge about the washroom and consumable markets, including competitor activity and new legislation.
  • Customer Satisfaction: Investigate, analyze, and resolve customer satisfaction complaints and service issues from assigned accounts.
  • Performance Metrics: Achieve key performance indicators (KPIs) set to improve customer retention percentage and reduce loss/churn of customers.

Requirements

  • Technical Skills: Proficient in using sales-related IT systems, such as Salesforce.com, to manage pipelines and sales activity.
  • Communication Skills: Strong account management, communication, problem-solving, negotiation, and interpersonal skills.
  • Customer Focus: Passionate about putting the customer first with a positive and friendly attitude.
  • Organizational Skills: Good organizational skills with a detailed and structured approach to work.
  • Adaptability: Ability to multi-task and be resilient in a high-pressure and fast-paced environment.
  • Industry Experience: Industry-relevant sales experience is preferred but not essential.

What We Offer

Accoravillage offers a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive compensation package.

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