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Win Back Loyal Customers
2 weeks ago
As a proactive customer retention professional, you will play a crucial role in managing customer interactions, encouraging subscription purchases, and resolving outstanding overages.
This 6-month contract position involves contacting customers whose trials have expired, facilitating purchases, processing orders, and addressing account issues. You will also track follow-ups, monitor outcomes, and generate reports on key metrics like conversions and account actions.
To be successful in this role, you will require advanced knowledge of Microsoft Excel software, basic knowledge of Microsoft Word, and analytical skills to track performance metrics and improve processes.
You will also need to be organized and detail-oriented with the ability to meet deadlines, possess problem-solving ability, experience in customer service, strong communication and negotiation skills, and proficiency with CRM systems like Salesforce and experience in Zendesk.
Responsibilities include contacting customers to resolve outstanding overages or encourage subscription purchases post-trial expiration, processing orders promptly after the customer reaches out and sends purchase confirmation, coordinating account suspensions for non-response as needed, ensuring proper documentation, maintaining detailed records of follow-ups and interactions, and generating reports on conversion rates from trials to purchases and accounts suspended due to non-response.
