Handles inbound and outbound sales and retention calls, identifies customer needs, recommends products and services, overcomes objections, verifies enrollments, updates customer data, manages inquiries, and provides account support. The role requires consultative selling, negotiation, customer service, product knowledge, accurate data entry, problem-solving, and the ability to recommend improved retention strategies to management.
Customer Retention Spec
Purpose:
This position will serve as a sales agent for inbound/outbound Sales and Retention calls, providing customers support and solutions. Perform customer enrollments/sales by determining the customers’ needs and offering appropriate solution/product recommendations. Additional duties would include: data entry, enrollment verification, client interaction and miscellaneous administration. Special projects as assigned.
Summary of Responsibilities:
- Utilize consultative negotiation/sales and customer service skills to identify sales/retention opportunities of new and existing customers
- Overcome customer objections with the purpose of selling products and services
- Handle customer and/or client inquiries regarding account status and follow-up of same
- Capture information and enter data into the computer system in a timely and accurate manner
- Ability to develop a strong rapport with the customer and maintain call control
- Demonstrate strong product/technical knowledge
- Ability to quickly identify customer needs and make appropriate decisions
- Demonstrate a high level of professionalism
- Flexibility to troubleshoot potential challenges with new and existing campaigns and advise management of such
- Recommend new courses of action regarding rebuttals, retention techniques, etc. to management
- Other duties as assigned
Experience/Other Requirements
- Minimum two (2)+ years’ experience in consultative heavy sales environment
- High energy with a proven track record in a sales incentive based structure
- Problem solver, analytical and advanced negotiations skills
- Excellent verbal/written communications skills
- Excellent customer service and organizational skills
- Ability to perform in a fast pace environment
- PC proficiency
Education:
- High school diploma or equivalent, college degree a plus
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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