The Customer Retention and Sales Specialist contacts targeted customers “at risk” of discontinuing business with xChange. This position assists these customers, encouraging continued business as well as providing a positive experience to retain customer loyalty.
Responsibilities include, make phone sales calls to targeted customers, including customers with missed call cycles or without an assigned sales representative. Service existing accounts on a temporary basis, providing outstanding customer service. Listens to the customer, assessing their concerns, requirements and product needs in an empathetic manner. Supports and oversees “at risk” relationships throughout the sales cycle. Asks key probing questions to gain an understanding of the customer’s needs. Makes sales to the customer, and upsells where possible. Educates customer by discussing the features and benefits of company products and services. Provides marketing collateral as appropriate.
RSS Establishes and adheres to a consistent call cycle with accounts to maximize efforts. Recommends reassignment of accounts to sales representatives or ISR as appropriate. Resolves account issues, providing customers with the appropriate options and solutions to maintain a good relationship with the customers. Refers customer issues to the appropriate cross-functional departments. Creates and communicates technical/process solutions to customers based on product and industry knowledge. Processes quotes/orders, coordinating with customer service to ensure the sale and delivery commitments to at-risk customers are met. Tracks communications with customers, documenting key Customer Relationship Management (CRM) and follow up information in the retention database. Works in conjunction with Coordinator to create reports on a weekly/monthly basis to monitor their portfolio of ‘at-risk’ customers.