Bilingual Digital Retention Specialist

Job Description

Job Description

Adecco is assisting a local client recruiting for a Digital Retention Specialist sales support position in Westminster, CO. This is an excellent opportunity to join a winning culture and get your foot in the door with a reputable company that promotes professional development, values accuracy and customer commitment, and offers a collaborative environment.  If you are interested and you meet the qualifications listed below, apply now!

Job Summary:

The Digital Retention Specialist 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.

Responsibilities for the Digital Retention Specialist includes but not limited to:

• 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.
  

Qualifications:

• Bachelors or Associate’s degree or equivalent.

• 5+ years of practical experience in customer service and retention.

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

• Language: Fluency in Spanish required. Portuguese preferred/good to have.

• Location: Must be located within 1 hour from the Westminster office.

• Office Attendance: Must report to the office at least 4 days a week.
  

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.
What’s in this position for you?

• Pay: $27.21 / Hr

• Contract to Hire

• HYBRID - Westminster, CO (Onsite 4 days per week)

• Flex: M-F 8 a.m. - 5 p.m. MT

• Weekly paycheck

• Dedicated Onboarding Specialist & Recruiter

• Access to Adecco’s Aspire Academy with thousands of free upskilling courses

This Digital Retention Specialist role is being recruited for by one of our Virtual Delivery Team and not your local Branch. For instant consideration for this position and other opportunities with Adecco in Westminster, CO apply today!

Pay Details: $27.21 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.