Customer Loyalty Specialist

Customer Loyalty Specialist

Location: Halifax, NS

**Job Type**: Full-Time

Company Overview: Rafflebox is a growing tech start-up for online fundraising that was created out of a desire to support local and community sports teams, charities and non-profits enabling them to do the work they are best at

Our agile, high energy culture rewards top performance and the contributions of those passionate about our collective growth and success. We're incredibly proud of the team we have built and are looking for like-minded individuals to help us in our growth trajectory. Our team’s efforts are integral in empowering our clients to increase their fundraising, eliminate overhead and focus on what matters most - enriching communities one worthy cause at a time

Position Overview:
As a customer loyalty specialist, you will manage our most important customer requests and queries. A customer loyalty specialist's first and most important task is to develop a positive, trusting relationship with the client. It is critical that the customer views them as an ally, not just as an extension of the sales or marketing team. Customer loyalty is there for one purpose - to ensure that our clients continue to have a positive relationship with Rafflebox.

To achieve that, loyalty handles a variety of tasks both internally and on the customer-facing side of operations. On a larger scale, they are responsible for ensuring that offboarding is done well, implementing efficient processes, and leaving the customer with a positive experience. They must also demonstrate the value of the products and how they positively impact the client’s revenue. Ultimately, customer loyalty reps should proactively identify how they can customize solutions to the client’s needs.

Key Responsibilities:

- Upselling and recommending Rafflebox services and products
- Proactively reaching out to clients to secure additional raffles
- Communicating with clients and sales representatives.
- Analyzing customer behaviour & trends.
- Gathering information about customer feedback through CSATs.
- Develop effective retention strategies based on customer feedback.
- Meeting with the sales team to propose customer retention solutions.
- Building positive relationships with customers and business associates.
- Develop and automate end-to-end CRM strategies focused on retention and win-back of existing customers.
- Analyze client volumes and utilize the information to make adjustments and develop strategic plans.
- Partner with internal departments (Marketing, Sales, Support) to ensure a seamless, holistic, and positive consumer experience.
- Continually provide fresh ideas around improvements based on prevention/retention/saves trends and best-in-class benchmarks.
- Achieve monthly targets regarding renewal rates and other productivity metrics in maximizing revenue and minimizing churn and backlog.

**Requirements**:

- High school diploma, general education degree, or equivalent. (must have)
- Experience working in a customer support environment (1 Year)
- Sales experience (1-2 Years)
- Experience with Microsoft Suite of products - Work - PowerPoint - Excel - Microsoft Outlook. (3+ Years)
- Prior experience in tech support, desktop support, or a customer service role. (1 Year)
- Understand how to create knowledge base articles to guide our clients
- Image design (Adobe - Gimp - Canva) experience an asset
- Proficiency in Windows
- Attention to detail and good problem-solving skills.
- Excellent interpersonal skills.
- Good written and verbal communication.
- Experience with banking and credit card handling is a plus.

What We Offer
- Competitive compensation.
- A collaborative team environment.
- Company volunteer and social events
- A fun and friendly work environment.

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Schedule:
**Benefits**:

- Dental care
- Vision care

Schedule:

- Monday to Friday

Work Location: In person