Supervisor, Retention

Remote, but successful candidate MUST live within a state in which Point Broadband operates (AL, FL, GA, MD, MI, NY, OH, TN, TX, and VA).    #LI-remote
 

Point Broadband is looking for a dynamic retention supervisor to help us retain our core customer base. In this role, you will deal directly with our customers to find out what issues they are facing, how we may improve our products or services, and how to retain their business. To be successful as a retention specialist lead, you should have a persuasive attitude, excellent customer relationship skills, and a passion for sales. Ultimately, a top-class retention supervisor can improve sales by creating lasting bonds with customers.

Duties & Responsibilities:

Essential duties and responsibilities include the following but are not limited to:

• Planning data-led churn reduction tactics and overseeing implementation in a customer-first manner.
• Monitoring relevant metrics for customer goals and keeping account overviews.
• Communicating with customers proactively whenever they’re in danger of churning to prevent support issues, foster customer loyalty, and promote good business relationships.
• Analyzing accounts, researching customer behavior, and creating predictive models of the customer journey.
• Implementing credit card expiration date notifications, dunning emails, direct debit payments, or account updaters to prevent involuntary customer churn.
• Working with expansion and upsell managers (or other CS team members) to create upsell and cross-sell offers that directly address known customer pain points.
• Analyzing churn reasons, creating an offboarding process and checklist, and conducting offboarding interviews to determine why customers are leaving.
• Provides support to Supervisor/Manager and other members of the retention team.
• Prioritizes workload for team when required.
• Completes special projects and reports as required.
• May provide day-to-day direction of team priorities and provides leadership as required in absence of supervisor.
• Performs other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

High school diploma or equivalent is required.

Experience/Skills Needed:

• 3+ years experience in a similar role.
• Excellent customer service skills.
• Strong conflict resolution skills.
• In-depth knowledge of sales and marketing software.
• Ability to remain calm and professional in stressful situations.
• Advanced communication and interpersonal skills.
• Empathy and patience.
• Advanced organizational skills.

Computer Skills

• Requires working knowledge of MS Excel, email and Internet; basic knowledge of CSG or similar billing system preferred.

Physical Demands/Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to talk and hear.
• Required to use hands to type, handle objects and paperwork.
• Required to reach and hold on to items at chest level or reach above the shoulder.
• Required to use close vision and be able to focus.
• Occasionally required to lift up to 20 pounds.
• Must be able to work occasional overtime as required including weekends.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*