As a Membership Specialist, you will be fielding inbound calls from Customers looking to cancel subscriptions. The primary function of this role is to save the customer’s subscription by keeping the current subscription, reducing frequency or switching to another product. This role is a delicate balance of saving the sale and providing excellent service to our customers.
Answer inbound calls, return voicemails of customers and engage in a retention process for keeping the customer happy and committed.
Provide a focused, relentless and systematic approach to saving a customer’s club subscription.
Timely and professional communication with Customers.
Consistently hit provided performance quotas based on Retention percentage and Customer Satisfaction Score.
Create transactions and log notes accurately in CRM software
Process cancelations or update consumer data / account orders in Salesforce
Provide clear solutions to our customers challenges
Provide a positive experience to the customer - smiling, encouraging and supportive
Be the expert on the phone - know our products, the customers needs and how to pivot where needed
Determine if there is a need for an additional product or service for our customers
Your Experience Includes:
- Background in Customer Retention and or Sales
Accounts receivable basic knowledge
CRM management experience
Customer service experience
Experience with Google suite of products - Documents, Sheets, Mail
Personal Characteristics Includes:
You likely embody these characteristics.
You do what you say you will do when you say you will do it and own up to when you mess that up.
You have an attitude of constant-improvement.
You approach life with optimism and see the good in situations and people.
You enjoy people and are able to communicate clearly, both verbally and in writing.
You are tech-savvy and aren’t afraid to learn a new platform.
You are capable of performing repetitive activities and are not worn out by routine.
You are a problem solver and aren’t dependent on others to tell you how to move forward.
You make decisions with the interest of the company, supervisor and team members in mind.
You can follow direction from leadership and don’t need to be micromanaged.
You are self-motivated to produce agreed upon results.
You are not late to meetings.
You enjoy working behind the scenes and supporting those in the spotlight.
You have a spirit of flexibility and you’re willing and able to handle change quickly.