Retention Specialist

2 days ago

Markham, Ontario, Canada Citron Hygiene Full time
Retention Specialist

Citron Hygiene is a people-first organization that values its teams of professionally-trained and Citron Certified Technicians. As a Retention Specialist, you will play a crucial role in maintaining our Book of Business by proactively addressing customer concerns, identifying potential issues, and implementing strategies to retain customers.

Key Responsibilities:
  • Manage and monitor reports generated through SFDC to identify accounts at risk and implement retention strategies.
  • Interface with the Customer Success Team to work through account maintenance tasks and ensure customer satisfaction.
  • Update customer account records in SFDC to reflect status, notes, and general information.
  • Monitor and track reports to ensure potential risks are identified and addressed.
  • React to information filtered from the Operations Team and liaise with the Account Owner and Finance Teams to keep the customer base live and active.
Qualifications:
  • Ability to understand sales-related IT systems and use them effectively to manage pipelines and sales activity.
  • Skilled in building and leveraging relationships over the phone.
  • Strong account management, communication, problem-solving, negotiation, and interpersonal skills.
  • Passionate about putting the customer first with a positive and friendly attitude.
  • Ability to empathize and direct when required to reach resolution.
  • Good organizational skills with a detailed and structured approach to work.
  • Ability to multitask and be resilient in a high-pressure and fast-paced environment.
  • Good telephone manner and experience dealing with customer queries, demands, and complaints under pressure.

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