Teamswell

CUSTOMER SERVICE/RETENTION SPECIALIST

Teamswell is a high-growth nearshore outsourcing company working for US companies. Our mission is to help small and medium-sized US businesses grow and become more profitable by having access to highly engaged, skilled, and experienced talent at a fair price, and to generate career opportunities for bilingual professionals in Latin America with fair compensation and professional and personal growth opportunities. 

We are looking for a dynamic Retention Specialist to help us retain our core customer base. In this role, you will deal directly with their customers to find out what issues they are facing, how we may improve their products or services, and how to retain their business.

In Teamswell every team member has an instrumental role and impact on the success of our business and our client’s success, so we seek to have highly motivated individuals who thrive in a fast-paced work environment, who are intelligent, eager to work hard, reliable, and able to communicate effectively with all levels of an organization. Our Retention Specialist will possess the skills and experience required and will also possess a positive attitude and ability to solve complex problems and work in a fast-paced and rapidly changing environment. We value people who are good communicators, quick learners, scrappy about finding creative solutions to problems, and conscious of their work quality. We expect all our team members to deliver excellence in both technical expertise as well as in their everyday relationships with their team.

CORE RESPONSIBILITIES

• Communicating with customers and sales representatives.

• Analyzing customer behavior.

• Gathering information about customer complaints.

• Developing aggressive retention strategies based on customer feedback.

• Negotiating with customers to renew contracts and retain business.

• Meeting with the sales team to propose customer retention solutions.

• Building positive relationships with customers and business associates.

• Escalate urgent information or tickets.

• Assist with other administrative tasks as needed.

QUALIFICATIONS AND REQUIRED EXPERIENCE

• 2+ years of experience in sales, marketing, or related fields.

• Excellent customer service skills.

• Strong conflict resolution skills.

• Knowledge in SaaS is a plus.

• Knowledge of sales and marketing software.

• Ability to remain calm and professional in stressful situations.

• Advanced communication and interpersonal skills.

• fielding customer service emails and calls.

• Empathy and patience.

• Advanced organizational skills.

POSITION SCHEDULE DETAILS

• Full-time remote position

• Monday - Friday (40 hours/week)

BENEFITS & PERKS

• Company-paid employee private health, emergency, basic life, and short-term disability insurance

• Internet and Electricity subsidy