Customer Retention Specialist

Description

The Role: Customer Retention Specialist

Who You Are:

You’re a positive relationship builder who can connect with our current client base in order to reduce cancellation risk. You see yourself as a high-skilled customer service professional with extensive experience resolving customer issues and maintaining customer relationships. Many of our customers are long-term, and in this position, you will provide business to business support for our client base.

You will be responsible for negotiating contracts, creating scopes of work, amendments for ownership changes or equipment upgrades, and retention of current client base. You will be familiar with legal documents, have at least intermediate math skills, be proficient in Microsoft Office Suite, and demonstrate strong verbal and written skills.

Who We Are:

Established in 1989 and a four-time winner of DFW Top Workplaces in 2020-2023, Kings III is a growing, dynamic company. We’re on a mission for change – for our communities, our customers, and our company. If you see yourself as a builder and change agent, this is the right place for you.

More than 12% of our employees have been with the company for 10+ years, and an impressive 25% have been with us 5+ years. How do we do it? Here's what our employees say. We seek out creative employees who love opportunities for continuous learning and growth. We value innovation in not just our products, but the way we work, sell, and grow every day. We celebrate change and are always looking for ways to do things better!

What You’ll Do:

• Respond to cancellation requests in a timely manner with site specific information to save the account. Document results to help us better understand why customers ultimately cancel service.
• Reach out to customers who are at a high risk of cancelling (such as during ownership and management changes or having inoperable equipment, phone line issues, or upcoming elevator modernization).
• Work with client base to review current contracts, contract renewals, scopes of work, or equipment upgrades.
• Acquire product and service knowledge to help inform our customers to specific solutions.
• Create a great client experience. Listen to and address customers’ needs.
• Refresh accounts with terms from new customer agreements. Execute renewal or replacement agreements for existing customers with device and/or rate changes.
• Respond to customer requests – i.e. send out copies of contracts and/or provide requested information.
• Work within multiple software systems to maintain client data, including SalesForce, Sedona, and Manitou.
• Work with team to develop process improvements and streamline workflow.

What You’ll Bring:

• High school diploma or equivalent
• Minimum of two years of high skilled customer service work experience
• Strong people skills
• Attention to detail and problem solving
• Confident and enthusiastic
• Excellent communication skills – verbal and written; strong typing skills
• Supportive team player with strong work ethic
• Strong organization skills
• Willing to learn and ask questions
• At least intermediate skill level using Microsoft Office Suite, including Word, Excel, and Outlook
• Knowledge in Sedona, Manitou, SalesForce or similar CRM software a plus

What We Do:

Our mission statement is simple - We provide critical communications services to help people in distress.

Our Core Values are even simpler:

1. Honesty & Integrity

2. Service to the customer above all else

3. Do what is right

4. Good enough is not good enough: pursue excellence

5. Encourage individual initiative and growth

By living and breathing our mission and Core Values every day in everything we do, Kings III is creating opportunities for individuals and reducing risk, liabilities, and costs for businesses every day.

Our primary client base includes commercial and multi-family real estate owners and property managers, and the most common areas we install our emergency phones are in elevators and at pool sides. We design, build, sell, install, service, and monitor those phones. Our Emergency Dispatch Center (EDC) provides 24/7/365 service to help dispatch local emergency services to people in distress. It’s that simple, our employees help save lives every day.

What’s in it for you:

• Medical insurance with 1 HSA and 2 PPO plan options
• Dental, vision, life, short- and long-term disability insurance
• 401k with company contribution
• Employee Assistance Program (EAP)
• Company paid telemedicine 24/7 access
• 8 paid holidays, plus 1 floating holiday
• 15 days of PTO accrued in year 1
• Generous referral bonus program
• Work life balance (a must!)
• Team building, company events, attendance at our annual meeting and fun night, and other fun events
• Relaxed professional dress code

Kings III is an Equal Opportunity Employer and committed to maintaining a drug-free workplace. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.