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Retention Specialist
2 months ago
Citron Hygiene is a people-first organization, and our strength comes from our teams of professionally-trained and Citron Certified Technicians. We are committed to fostering a great culture because we value our internal talent and work hard on maintaining an environment that provides opportunity to those who seek it out.
Job Summary:The Retention Specialist will be responsible for retaining accounts at risk or in need of additional care to reduce churn in maintaining our Book of Business. This role requires a proactive individual who can effectively address customer concerns, identify potential issues, and implement strategies to retain customers.
Key Responsibilities:- Receive inbound cancellation calls/emails from customers and react to retention/cancellation reports to retain customers and move them back into an active state.
- Lead and engage with other team members on "At Risk Calls" to ensure a collective approach towards retaining customers.
- Liaise with the Inside Account Manager, Business Development Manager, or Business Development Director to re-sign existing customers to new 3-year+ contracts.
- Investigate, analyze, and resolve customer satisfaction complaints and service issues from assigned accounts.
- Achieve KPIs set to improve Citron customer retention percentage and reduce loss/churn of customers.
- Able 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.
- Passionate about putting the customer first with a positive and friendly attitude.
- Ability to empathize as well as a directive style when required to reach resolution.
- Good organizational skills with a detailed and structured approach to work.
- Ability to multi-task and be resilient in a high-pressure and fast-paced environment.
Citron Hygiene is a service business specializing in hygiene, sanitation, and disinfection services for washrooms and common areas that meet the needs of commercial establishments and property managers. We have created a fun, inclusive, collaborative, and team-oriented culture.
