Primo Brands→
Customer Retention Representative at Primo Brands in Lakeland, FL
Skills
Job Description
Overview
At Primo Brands, we pride ourselves on delivering top-notch services to our valued customers. We understand that customer satisfaction is the cornerstone of our success. Alongside that, we’re also committed to developing our people – enabling them to make the most of the many elements that help them to succeed.
As a Customer Retention Coordinator, you will be responsible for engaging with customers who are considering canceling our services. Your primary objective will be to deliver a premium customer experience, understand their concerns, and offer effective tactics to reassess their needs. This role requires a high degree of independence, problem-solving skills, and the ability to resolve complex issues.
Reporting Location: Must be within commutable distance to Lakeland, FL Customer Care Centers.
Schedule: Monday – Friday from 12:00 pm to 9:00 pm EST
Compensation: $18.50+ / hour based on geographic location + shift differential for applicable hours worked (after 5pm local time)
Monthly Bonus: Eligible for up to $500 monthly bonus (based on performance)
Responsibilities
Health Benefits: Medical, prescription, dental, vision, flexible spending account (FSA), dependent care flexible spending account (FSA), health savings account (HSA)
Retirement/Investing: 401K with a 5% match, Employee Stock Purchase Plan (ESPP)
Insurance: Employee Life Insurance, short and long-term disability, critical illness, hospital indemnity, accident insurance, spouse/domestic partner/child life insurance, accidental death and dismemberment
Other great benefits: Employee discounts, save on auto, home, and pet insurance, tuition reimbursement, paid vacation and sick time, 9 paid holidays and 3 paid floating holidays, paid leave for when you have a baby, adopt a child, or become a foster parent, legal services, identity theft protection, employee assistance program (EAP), adoption reimbursement benefit, FEDlogic, commuter benefits
Qualifications
Interact with customers seeking to cancel services in a courteous and empathetic manner.
Listen actively to customer concerns and reasons for wanting to cancel, addressing their issues effectively.
Use negotiation tactics to offer customized solutions and promotions to retain customers and meet their needs.
Provide information on the value and benefits of our services to persuade customers to reconsider their decision.
Collaborate with other departments to resolve complex issues and concerns raised by customers.
Document customer interactions and update relevant databases with accurate information.
Maintain a high level of product and service knowledge to effectively communicate benefits to customers.
Meet or exceed retention goals and targets set by the company.
Keep up to date with industry trends and competitor offerings to better assist customers.
Advise very busy, back-to-back calls while maintaining call volume as the top priority.
Build positive relationships with customers and business associates.
Demonstrate strong conflict resolution skills to de-escalate tense situations.
Collaborate with leadership in creating innovative save tactics to retain customer business.
Exhibit computer proficiency and strong problem-solving skills.
Must be skilled in all relevant skillsets required for the role.
Requirements:
High school diploma or GED.
1-3 years of call center experience.
Excellent communication and interpersonal skills.
Strong problem-solving abilities.
Ability to thrive in a fast-paced environment.
Ability to work independently and make decisions without on-site supervision.
Self-motivation, resilient and able to handle rejection and objections professionally.
Willingness to learn and adapt to changing customer needs.
Technical Qualifications and Requirements:
The employee must have a space in his or her place of residence suitable for the installation of a Home Agent workstation.
Work environment must be free from distractions, including any background noise that impacts the customer experience.
The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information.
Prior experience with setting up and troubleshooting remote workstation (i.e. computer, phone, modem, router, etc.) preferred.
Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). You may not use satellite internet providers.
Your device must be directly connected to router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection.
Must be able to certify compliance with requirements regarding internet speed and connection.
Primo Brands’ established portfolio includes billion-dollar brands Poland Spring® and Pure Life®, premium brands like Saratoga® and Mountain Valley®, regional leaders such as Arrowhead®, Deer Park®, Ice Mountain® Ozarka®, and Zephyrhills®, purified brands, Primo Water® and Sparkletts®, and flavored and enhanced brands like Splash® and AC+ION®. Our extensive direct-to-consumer offerings and industry-leading line-up of innovative water dispensers create consumer connectivity through recurring water purchases across Water Direct, Water Exchange, and Water Refill. At Primo Brands, our more than 11,000 associates are at the heart of what we do and deliver on our mission to provide healthy hydration to consumers wherever, however and whenever they want it. We believe in fostering a respectful culture, which values our associates who are deeply invested in quality hydration, our communities, and the sustainability of our packaging and water sources for generations to come.
Primo Brands is proud to be an Equal Opportunity and Affirmative Action employer, seeking to create a welcoming and diverse environment. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.
Candidates must possess strong English language skills to effectively communicate with customers and provide exceptional service. Proficiency in English is essential for understanding customer needs, resolving inquiries, and collaborating with team members.