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Jobs at Phone.com INC

Sr. Retention Specialist

Location: Poway, CA

Department: Phone.com

Type: Full Time

Min. Experience: Mid Level


Contribution & Purpose

As part of the Customer Retention team you will help prevent losing customers by calling accounts to assess reasons for non-payment. You will be accountable for reducing delinquent accounts, but to do so in a way that maintains a positive long-term relationship with our customers. While creating a personal relationship with the customer you will determine if there is a service issue to resolve or process payment for accounts in the very early stage of collection.  Either way, you will be on the frontline of protecting against customer turnover by proactively reaching out to current customers to turn any dissatisfaction into a positive experience and paid account. Your work will be highly measurable with weekly key performance indicators (K.P.I.) to include: Total number of calls, Total number of accounts contacted, total number of accounts retained, total dollar amount collected, retention success rate, and other metrics.

Essential Duties-What you get to do

Customer Contact

  • Outbound calling to pre-identified customers with slightly past due account balances (not yet in an aggressive collections state) to resolve service issues and/or request full payment of account.
  • Assist customers in setting up their account and insuring they fully understand how Phone.com services, features and pricing work and set up new accounts if needed.
  • Update customer call spreadsheets daily/weekly to provide reports to management.
  • Monitor, track and follow through with multiple open account retention efforts. 

Data Management

  • Partner with the Sales and Number Porting departments regarding customer issues.
  • Assisting Executive and Sales teams with special requests and preemptive customer contact.
  • Partners with database team to identify and track overdue accounts.
  • Provide support to all Phone.com departments with customer retention issues or discrepancies.
  • Additional duties as assigned.

Payment Processing & Administration

  • Receives and enters payment information into company computer systems.
  • Ensures proper handling of confidential customer banking information.
  • Provides additional administrative support as assigned to the database and finance teams.
  • Creates and documents standard operating procedures for the financial solutions position.
  • Follows up promptly on amounts charged back to credit cards to determine the reason and consider immediate suspension if a satisfactory resolution is not met. 
  • Respond and resolve inquiries from banks and customers about billing.
  • Research and resolve questions involving credit card activity versus services used.

Additional Duties

  • Provides additional administrative support as assigned to the database and finance teams.
  • Creates and documents standard operating procedures for the financial solutions position.
  • Other duties and responsibilities assigned.

Key Qualifications-What you bring to us

  • High school diploma or equivalent
  • 2+ years’ experience in customer service, preferably in a call center, or accounting related role
  • Minimum 1 year of experience in a Phone.com Tier 1 customer service role
  • Excellent written and oral communication, and ability to create email correspondence
  • Ability to manage a high volume of data entry accurately
  • Excellent troubleshooting and problem solving skills
  • Typing speed of at least 40 WPM
  • Experience with spreadsheets, Google docs, shared docs, etc.

Key Performance Factors

  • Attention to detail
  • Multi-tasking ability
  • Drive for results  
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