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Customer Retention Specialist

hace 2 meses

Bogotá, Bogotá D.E., Colombia Fpsinc A tiempo completo
About Fpsinc

Fpsinc is a leading performance-based technology services firm that puts culture and employee satisfaction first. With operations across 19 locations in 11 countries, we employ the best people, processes, and proprietary technology to deliver omnichannel solutions for our clients and provide fulfilling careers for our employees.

Our Mission

We strive to create an environment where our people can thrive. We invest in our people and prioritize culture because we believe that happy, fulfilled teams can achieve great things. Fpsinc offers a competitive suite of employee benefits, including a lucrative compensation program, medical, dental, and vision benefits, and opportunities for accelerated career growth in our fast-growing company.

Our Core Values
  • Integrity - We do what's right for everyone: clients, shareholders, partners, and colleagues. Team is more important than self. We create an atmosphere of mutual respect.
  • Excellence - We deliver exceptional client results, reward and recognize performance, and maintain a relentless pursuit of improvement.
  • Accountability - We act like owners. We take pride in our work. We measure results (our own and our clients'). We are passionate.
  • Grace - We respect and appreciate differences. We care for one another. We are humble. We make work personal.
Job Responsibilities

As a Customer Retention Specialist, you will be responsible for:

  • Saving new pending orders
  • Handling pending order status calls
  • Appointment reschedules
  • Pending order cancellations

Key Responsibilities:

  • Retention for prospect customers wishing to cancel their order
  • Outbound SAV queue
  • Field Technician cancellation calls
  • Rescheduling service orders for prospect customers
  • Review stage code orders to educate customers on installation status
  • Partner with dispatch or assignment to move pending orders forward
  • Modify pending orders to upgrade or downgrade speeds
  • Modify pending orders to add or remove features
  • Review drop status
  • Modify home/email address for prospect customers
Requirements
  • Experience in sales/retention and customer service is a requirement; must be able to execute basic sales skills in a high-performance environment
  • Advanced problem-solving skills and can effectively communicate with customers and work groups
  • Ability to multi-task and have organizational and data entry skills
  • Strong attention to detail and the ability to follow directions
  • Excellent customer service and communications skills
  • Effective listening and analytical skills, as well as the ability to summarize information and offer solutions
  • Strong outgoing personality and great work ethic
  • Flexible work hours and availability for day, evening, night, weekend, and holiday. Overtime may be required
  • Must be willing to go through pre-employment background and assessments
  • Willing to work onsite