Customer Retention Specialist

Company: 2-10 Home Buyers Warranty
Location: Aurora
Posted on: April 24, 2024

Job Description:

Customer Retention Specialist
Targeted compensation: $17/hr plus commission up to $2K+/Month (uncapped commission)Compensation commensurate with experience and skill set
Who is 2-10 HBW?
Founded in 1980, 2-10 Home Buyers Warranty (2-10 HBW) strives to improve the quality of housing and the experience of home ownership though its structural warranty offerings and Home Warranty Service Agreements. 2-10 HBW is based in Denver, Colorado, and proudly partners with thousands of the nation's best builders, real estate agents, and service contractors to provide peace of mind for more than one million homeowners across the country.
2-10 HBW continues to expand its footprint, and we want you to help us take our next and biggest step forward. Please watch our 2 minute video to see what it's like to join our team! https://www.2-10.com/careers-welcome/
Why us?
2-10 HBW is proud to have built a culture that's supportive, ambitious, and trustworthy. Our culture invests in your development allowing you to reach your maximum potential. We offer flexible work schedules to encourage a healthy work-life balance. Success is celebrated and rewarded with incentives and recognition throughout the year. We invite you to contribute your talents and pursue your career with us.
What is the role and where can you add value?
Our Customer Retention Specialists are highly skilled communicators who build loyalty and trust, find mutually beneficial solutions, and educate customers on the value of 2-10 Home Buyer's Warranty. We are looking someone who is confident, self-motivated, and driven to success through goal attainment and customer satisfaction. As a Retention Specialist, you will be responsible for minimizing customer churn by strategically offering products and add ons at the price point that meets the needs of the customer's budget.
Core Job Responsibilities:

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  Owns the customer experience - thinks and acts in ways that put our customer's interests first.
  
  
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  Empathizes with customers and helps them resolve outstanding issues.
  
  
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  Uses active listening and assume ownership of the customer issues through to resolution.
  
  
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  Communicates a professional sense of urgency with various departments to rectify issues.
  
  
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  Uses customer service, sales and value-based techniques to prevent cancellation.
  
  
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  Achieves established monthly goals including saves rate & credit card payment recovery tasks.
  
  
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  Uses excellent customer service skills to diffuse call escalations and provide satisfactory solutions that drive a world-class customer experience.
  
  
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  Documents all interactions and decisions in a clear, concise and professionally written manner; in system notes according to standard operating procedures.
  
  
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  Follows appropriate workflow processes.
  
  
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  Demonstrates a high level of urgency and responsiveness to homeowner inquiries.
  
  
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  Other duties may be assigned.
  
  
  What skills and experience should you bring to this role?
  
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    At least 2-3 years proven sales or customer service experience or combination thereof
    
    
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    Excellent Customer Service Skills
    
    
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    Exceptional oral and written communication skills
    
    
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    Excellent organizational skills
    
    
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    Problem solving and critical thinking
    
    
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    Aptitude in Needs Based Discovery Questions
    
    
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    Excellent Active Listening Skills
    
    
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    Working knowledge of Windows, Microsoft Office and Web Navigation
    
    
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    Ability to multi-task
    
    
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    High School diploma or GED.
    
    
    Here is what you can expect when you join our team:
    A team first environment focused on our core Values of: "Do the Right Thing, Grow Profitably, Pursue Excellence and Value People"
    Do The Right Thing
    
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    • 2-10 HBW works to always do the right thing, even when it's not easy. This includes honesty, transparency, and giving back to the community.
      
      Pursue Excellence
      
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      • We're an industry leader because we don't take shortcuts. If you demand excellence in everything you do, 2-10 HBW's the right place for you.
        
        Grow Profitably
        
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        • When we grow profitably, we can reinvest in our people, products, prospects, and clients, which improves our ability to pursue our mission.
          
          Value People
          
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          • We respect our coworkers, clients, prospects, and partners because it's the only way to achieve our mission. Without people, there's no point.
            
            In addition to our Core Values, 2-10 HBW supports your individual success with perks and benefits.
            
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              A comprehensive benefits package designed to safeguard your health, your financial well-being and your future which includes medical, dental, vision and life insurance, a health savings and flexible spending accounts, disability insurance, an employee assistance program, 401k match plan and generous paid time off plans
              
              
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              Best in class New Hire training along with ongoing coaching and development focused on your success.
              
              
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              On-site fitness center
              
              
              Don't delay. Apply today!
              2-10 Home Buyers Warranty is an Equal Opportunity Employer
              All POSITIONS REQUIRE A PRE-EMPLOYMENT CRIMINAL BACKGROUND CHECK

Keywords: 2-10 Home Buyers Warranty, Aurora , Customer Retention Specialist, Other , Aurora, Colorado