Retention Specialist

Vonage Applications:

Our Applications business unit focuses on delivering a suite of advanced communication tools designed to enhance customer engagement. From cloud contact centers to feature-rich unified communications solutions, our Applications team is dedicated to providing businesses with the tools they need to streamline operations and improve customer experiences.

Vonage Customer Care Mission:

We help our customers create innovative and delightful customer experiences using our programmable communication building blocks. Through a choice of support offerings, we provide top-tier support for developers and enterprises. Our global technical team, skilled in development, communications technology and troubleshooting, help our customers rapidly resolve any issues, publish online knowledge articles, and communicate proactively for any incidents that occur.

Why this role matters:

As a member of the Retention team, the Retention Representative is responsible for maintaining Vonage customers via inbound calls and/or Correspondence via SalesForce. The Retention Agent is also responsible for maintaining an acceptable customer save rate following all Vonage policy and procedural guidelines designed and approved by Vonage for the purpose of customer retention. 

Please note: day & evening shifts may be required.

Your key responsibilities:

• Processes orders via inbound call handling, prepares correspondence, and fulfills needs of existing customers that are at risk of canceling services or order

• Addresses complaints with the goal of increasing satisfaction and securing customer saves

• Provide customer-focused solutions using clear and descriptive method

• Manage and complete projects in a timely manner

• Meet all given goals and objectives for customer save rate, stick rate and other related metrics

• Track case tickets within a Customer Relations Management System to Document resolutions for future reference both internally and externally

• Offers discounts or special deals as needed and within pre-established limits

• Work closely with multiple departments to resolve customer issues

• Identify reason(s) for customer dissatisfaction and/0r discontinuance requests in a timely manner and assist Vonage in meeting company wide initiatives in retaining customers

• Communicate customer feedback findings to management

• Consult with and research customer concerns; explain billing charges and credits

• Provide operational and systems suggestions to management

• Other duties as assigned

What you’ll bring   

Required:

• Sales or Customer Retention experience required

• Ability to work independently as well as in a team environment

• Excellent communications; verbal and written

• Ability to handle stressful situations and deadlines

• Professional phone and typing skills

• Ability to maintain poise and productivity in a fast paced environment

• Ability to multi-task and adapt to change

• High School Diploma or GED; or equivalent combination of education and experience

Experience we consider a plus:

• Excellent customer service skills (friendly, courteous and helpful)

• Excellent grammar (Verbal and Written)

• Salesforce experience

• Creative and independent thinking

• Good computer skills including emailing and Internet usage

How you’ll benefit:

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits that include Medical, Dental & Vision Insurance, 401k and PTO.  

Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.