Customer Retention Specialist

Job Description

Job Description

Job Title: Customer Retention Specialist

Location: Westminster, CO 80021

Duration: 6+ months (Possibility of Extension)

Anticipated Start Date: ASAP

(Please note this is the target date and is subject to change. BCforward will send the official notice ahead of the confirmed start date.)

Job Type: Contract

Pay Rate: $25.99/hr

(Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Work Schedule:

8:00 AM - 5:00 PM MT

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

The Digital Retention Specialist at SketchUp is responsible for ensuring high levels of customer retention and satisfaction. This role involves proactively engaging with customers to understand and address their needs, identifying blockers to renewal, and implementing strategies to improve customer loyalty. The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to analyze data to drive retention efforts.

Key Responsibilities:

· Customer Engagement: Make outbound messages or calls to understand and address reasons for potential discontinuation of services.

· Issue Resolution: Take ownership of customer issues, ensuring minimal escalation and high satisfaction.

· Independent Decision-Making: Resolve customer needs independently and effectively.

· Customer Service Excellence: Communicate with customers, internal teams, and senior management to deliver exceptional service.

· Negotiation: Directly negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.

· Documentation: Maintain detailed records of customer interactions and activities in Salesforce.

· Data Analysis: Analyze data to identify trends and opportunities for improving retention and reducing churn.

· Collaboration: Work closely with the Sales and Support Teams to handle escalations and enhance the customer experience.

· Content Development: Identify, create, and deliver content to support customer adoption and engagement needs.

· System Proficiency: Demonstrated ability to rapidly learn and efficiently navigate multiple business systems, ensuring seamless task completion and operational effectiveness.

Required Skills and Experience:

· Customer Focus: Strong customer-centric and growth mindset.

· Retention Expertise: Experience in customer service and retention.

· Listening Skills: Excellent active listening and empathy to understand customer perspectives.

· Problem-solving: Strong analytical skills and a solution-oriented approach.

· Negotiation: Skilled in effective negotiation techniques, including identifying customer pain points, proposing solutions, and achieving favorable outcomes to build strong customer relationships.

· Time Management: Ability to prioritize tasks and manage time effectively in a fast-paced environment.

· Communication: Excellent writing and communication skills, with the ability to convey thoughts clearly and concisely.

· Interpersonal Skills: Strong ability to collaborate with stakeholders and customers at various skill levels.

· Trustworthiness and Professionalism: Demonstrated ability to handle sensitive information with integrity and maintain a professional demeanor.

Education and Experience:

· Educational Background: Associate’s degree or equivalent.

· Professional Experience: 5+ years of practical experience in customer service and retention.

· Salesforce: Proficiency in using Salesforce for documenting and managing customer interactions.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.