Retention Specialist

Summary: Mango Voice is a leader in providing top-tier VoIP services to a diverse clientele. They are seeking a dedicated Retention Specialist to manage customer cancellation requests and enhance customer satisfaction. Responsibilities: - Handle incoming cancellation requests via phone and email - Engage with customers to understand their reasons for cancellation and address any concerns they may have - Offer solutions to retain customers, including special offers, upgrades, or technical support if necessary - Process cancellations accurately and efficiently when retention is not possible - Maintain detailed and accurate records of customer interactions and resolutions across multiple channels and departments - Collaborate with the customer service, sales, and technical support teams to address complex issues and enhance the overall customer experience - Identify trends in cancellation requests and provide feedback to management for service improvements - Stay updated on company products, services, and promotions to provide accurate information to customers - Report MRR saved and lost and why the customers want to leave Required Qualifications: - High school diploma or equivalent - Proven experience in customer service, sales, billing, or retention roles, preferably within the telecommunications or VoIP industry - Excellent communication and interpersonal skills - Strong problem-solving abilities and a customer-centric approach - Ability to handle challenging situations with patience and professionalism - Proficiency in using CRM software and other customer management tools - Ability to work independently and as part of a team in a fast-paced environment - Ability to commute to Saint George, UT 84790 (Required) - Ability to relocate to Saint George, UT 84790 before starting work (Required) Required Skills: Sales, Billing, Telecommunications, VoIP, CRM software Benefits: Dental insurance, Health insurance, Health savings account, Life insurance, Paid time off, Parental leave, Vision insurance