Retention Specialist RSP001

Austin, TX, US
Client Services
Job posting date
Company description
Since 2005, Yodle has grown to 1,400+ employees, and we’re not slowing down. With an unmatched combination of rapidly-developing technology, thoughtful data analysis, and expert levels of service, we make online marketing accessible to local businesses. 

Everyone at Yodle plays a pivotal role in the company’s overall success. Here, there’s no such thing as slipping through the cracks. We’ve maintained our startup culture for a reason: to create an environment where you can own your ideas and run with them, no matter where you happen to fall on the org chart.
Job Description
Responsible for developing and maintaining excellent relations with our customers resulting in increased levels of customer retention. This is to be achieved through proactive and reactive communication with our customers who have either expressed a wish to cancel their services with us or whose recent account activity indicates that they may be considering cancellation of services.

•Respond to requests for cancellation of services and persuade our customers to remain onboard.
•Maintain a high level of knowledge of our portfolio of products and services in order to understand customers’ needs.
•Stay current on industry trends and competitive landscape.
•Pitch, demo, and set up PPC Ads campaigns for clients wishing to grow their business further.
•Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated, applying best in class customer service.
•Identify opportunities to turn dissatisfied customers into happy customers.
•Follow best practices and customer experience guidelines during customer interactions.
•Update customer account records including documenting the details of the communication with the customers.
•Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.

Required skills
•4+ years Customer Service experience
•A genuine interest and passion in helping our customers. 
•Ability to understand as well as grasp basic customer information. 
•Ability to handle difficult customer situations professionally. 
•Ability to use internal technical systems or processes (ie Yodle Live / Sellfire / SalesForce / Sugar, etc)
•Ability to resolve complex customer issues by analyzing the customer problem properly and providing logical solutions.
•Willingness to work cross-departmentally to determine best practices
•Ability to balance the interest of the client and the interest of the company.
•Excellent communication, customer service, interpersonal, and typing skills.
•Advanced knowledge of customer retention principles and practices
•Advanced search engine marketing knowledge
•Advanced Yodle / Outrank product knowledge
•Ability to learn and adapt to new software technologies.
•Strong working knowledge of PC based internet and software applications
•Proficiency in Microsoft Office Suite
•College Degree or equivalent

Not specified