Telesales - Save Desk

As a Save Desk Specialist, you will play a crucial role in our Customer Retention team. Your primary responsibility will be to manage customer cancellation requests and strategically identify opportunities to retain customers and maintain company revenue. This role is vital in ensuring customer satisfaction, addressing their concerns, and demonstrating the value of our products and services.

Key Responsibilities:

• Customer Interaction: Handle inbound cancellation requests, actively listen to customer concerns, and determine the reasons behind the cancellation.

• Retention Strategies: Use problem-solving skills and a consultative approach to present tailored solutions and offers to persuade customers to continue their relationship with the company.

• Revenue Assurance: Focus on reversing cancellations by emphasizing value propositions and cross-selling or up-selling additional services where appropriate.

• Customer Feedback: Gather and analyze customer feedback to understand common cancellation reasons and actively contribute to developing proactive retention strategies.

• Communication: Clearly document customer interactions, proposed solutions, and outcomes in the customer relationship management (CRM) system.

• Collaboration: Work closely with the sales, support, and marketing teams to ensure a cohesive strategy for customer retention and satisfaction.

• Performance Metrics: Meet and exceed individual and team-based retention targets and key performance indicators (KPIs).

Qualifications:

• Excellent communication and interpersonal skills, with the ability to connect with customers and build rapport.

• Strong problem-solving abilities and a knack for creative solutions.

• Prior experience in sales, customer service, or a retention-focused role is preferred.

• Ability to remain calm under pressure and handle challenging conversations effectively.

• Familiarity with CRM software and data analysis tools is advantageous.

• A customer-centric mindset and commitment to delivering exceptional service.

Benefits:

• Competitive salary and performance-based bonus opportunities.

• Comprehensive benefits package including health, dental, and retirement plans.

• Opportunities for professional development and career growth within the company.

• A supportive and dynamic work environment.

U.S. National Base Pay Range: $34,400 - $57,300. Total Target Cash: $52,900 - $88,100. Geographic differentials may apply in some locations to better reflect local market rates. Pay mix between base and variable pay varies based on sales role; please discuss with the recruiter. We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer to our US full- and part-time employees working at least 20 hours or more per week: ● Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits ● Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan ● Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs ● Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity ● Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits ● Health Savings, Health Care, Dependent Care and Commuter Spending Accounts ● In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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