Description
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 job 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.
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What You Will Do
- 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's Required of You:
- 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.
Preferred Knowledge
- Excellent customer service skills (friendly, courteous and helpful
- Excellent grammar (Verbal and Written
- Salesforce experience
- Must demonstrate creative and independent thinking
- Good computer skills including emailing and Internet usage
What's In It For You
In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits.
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.
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