Retention Specialist

A Retention Specialist will make initial contact with their clients primarily through phone calls or in some cases through text or email. The Retention Specialist will contact the client at specific periods with the purpose being to determine how satisfied the client is in their job. The Retention Specialist will escalate any client that they believe is at risk of leaving. As the Retention Specialist is speaking with their client, they will make notes and use our system to collect data that is presented to our Partners. All drivers assigned to the Retention Specialist will be overseen by an Agent. The Retention Specialist’s compensation is directly tied to their success in handling more clients and in keeping the client employed with the Partner. Additionally, the Retention Specialist may be required to conduct exit interviews using predetermined questions.

KEY RESPONSIBILITIES

• Manage a client list of at least 350 individuals
• Taking good notes to enable productive conversations over the tenure of the driver
• Keeping your list of clients organized to ensure they are called during the proper intervals
• Setting up follow up calls to ensure problems have been addressed by our Partners
• Determine clients that are considered at risk before they turn over
• Conduct Exit Interviews
• Proper coding of issues

KEY MEASUREMENTS

• Number of drivers assigned to you
• Number of prospect calls/texts/emails handled/made each week
• Retention rates
• Turnover rates
• Client tenure
• Data collection/accuracy
• Number of initial calls made outside 7 day window (expectation is 0)

REQUIRED SKILLS/ATTITUDES

• Must have excellent communication and oratory skills
• Ability to manage multiple tasks at once
• Excellent organizational skills
• Ability to see tasks through to completion by following processes set up by PDA
• Must be able to speak and understand English
• Bilingual in Spanish not required but preferred
• Must be able to use a computer and input data accurately and timely into computer system
• Must be capable of resolving disputes between Client and Partner
• Ability to connect with people by conveying trust and loyalty
• Maintain a positive and enthusiastic attitude
• Keep client and partner information confidential
• Be professional in your speech, dress and work habits

REQUIRED EXPERIENCE/EDUCTION

• High School Diploma or equivalent
• At least one of the following:
  • Experience in the transportation/trucking industry preferred
  • Experience in job placement/recruiting industry
  • Other applicable experience that would apply to the nature of job described