Retention Specialist

As a member of the Retention team, the Retention Representative is responsible for maintaining Vonage customers via inbound calls and/or Correspondence via SalesForce. The Retention Agent is also responsible for maintaining an acceptable customer save rate following all Vonage policy and procedural guidelines designed and approved by Vonage for the purpose of customer retention. Processes orders via inbound call handling, prepares correspondence, and fulfills needs of existing customers that are at risk of canceling services or order. Addresses complaints with the goal of increasing satisfaction and securing customer saves, providing customer-focused solutions using clear and descriptive method. Manage and complete projects in a timely manner, meeting all given goals and objectives for customer save rate, stick rate and other related metrics. Track case tickets within a Customer Relations Management System to Document resolutions for future reference both internally and externally. Offers discounts or special deals as needed and within pre-established limits, working closely with multiple departments to resolve customer issues. Identify reason(s) for customer dissatisfaction and/0r discontinuance requests in a timely manner and assist Vonage in meeting company wide initiatives in retaining customers. Communicate customer feedback findings to management, consulting with and researching customer concerns; explain billing charges and credits. Provide operational and systems suggestions to management. Note: day & evening shifts may be required.