Customer Retention Specialist
Do you excel in customer service and want to take your skills to the next level?
We have an exciting customer service opportunity available in our Membership Retention team. As a Customer Retention Specialist, you’ll provide exceptional support to our existing members, showcasing the value of Checkatrade membership and reducing churn. You’ll work as a part of a team of service superstars dealing with a huge variety of opportunities including renewals, downgrades and cancellation queries. You’ll join us at an exciting time with a top-leadership team on board and an ambitious five-year plan that will see us growing ten-fold. You will receive tools and close support to master the role in which you will use your membership expertise to channel all the challenges and be rewarded for great performance. If you’ve got a background providing outstanding customer service and sound membership knowledge, then this is the role for you! Sound good? We’d love to hear from you.
Location: Lakeside, Portsmouth. Hybrid working applies (4days in the office, 1 day at home).
Where do you fit in?
You’ll join an expert team of Retention obsessed individuals – a friendly team with a great culture who love to help people. 50,000 trade members and growing, our Retention team support our business growth by ensuring each and every trade member receives value for their membership. Your focus is to keep our customers happy and on board whilst setting them up for success long-term. This includes using your influencing skills to handle objections, troubleshoot issues and remove barriers. Free from scripted conversations, you’ll operate with empathy, energy and impact ensuring all of our trades know how to make most of their membership. With strong admin and IT skills you’ll work on Salesforce CRM and other contact centre tools, logging each call and keeping records up to date.
What’s in it for you?
- You'll also get a brilliant benefits package, including discounts from a range of well-known retailers, gym membership and a scheme to help you buy the latest bike or tech gadgets. Plus lots more.
- There are additional quarterly incentives running at all times which reward high performance!
- You'll be part of an awesome team, with plenty of training and help to be a huge success including opportunities for career progression.
We are an equal opportunities employer that is committed to diversity and inclusion in the workplace.
What do you need to succeed?
- An excellent phone manner, skilled in customer service and a positive “can-do” attitude.
- Be a service super star and a total team player with great people and communication skills.
- Skilled in multitasking, prioritising, balancing workloads.
- Good IT skills and comfortable working to KPIs in a fast-paced environment with lots of change.
- You’ll be confident, positive, proactive, and calm under pressure.
- You take pride in your work, always striving for the best results for our tradespeople and our business.
- Be adaptable and seek out change. There is regular change, testing and new initiatives to keep you on your toes!!
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