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Retention Specialist-3534

Job Locations US-CA-San Diego
Posted Date 6 days ago(3/7/2025 12:11 PM)
Requisition ID
2025-18240
# of Openings
1
Job Function
Customer Service/Support

Overview

This position is an in-office full-time role that is located in the Mitchell 1 headquarters in San Diego, CA, 92127

  • Secure existing customer base through quality processes.
  • Work with department lead to develop and implement a retention strategy for each product line.
  • Promote and drive a passionate customer driven culture by ensuring a focus on delivery, execution and the customer.
  • Secure additional sales to existing customers by adding products to their current location or selling to additional locations controlled by the customer.

Responsibilities

  • Maintain excellent knowledge of our portfolio of products and services in order to understand customer’s needs.
  • Respond to incoming requests for cancellation of services and persuade our customers to remain with us.
  • Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated.
  • Identify opportunities to turn dissatisfied customers into happy, satisfied customers.
  • Document customer outcomes to add to our knowledge of reasons why customers choose to cancel their services with us.
  • Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.
  • Report regularly to department lead on all activities relating to the role.
  • Other duties as assigned.

Qualifications

  • Minimum of 6 months experience within Mitchell1 support or sales organization.
  • Minimum of 1 year customer service experience. Formal customer service training preferred.
  • Pro-active approach to process improvement.
  • Attention to detail and accuracy.
  • Must posses excellent writing, verbal, and organizational skills.
  • Ability to communicate effectively with various levels of employees both verbally and in writing.
  • Database experience is highly desirable.

 

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