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Requisition Number:
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09-5134
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Job Title:
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Call Center Retention Manager
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Position Type:
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Full-time Regular
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Business Unit Area/Functional Area:
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Customer Care
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Country:
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US
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State/Province:
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Florida
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City:
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Milton
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Relocation Approved:
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Yes
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Job Description:
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Retention Manager
The Retention Manager will lead the charge in Clearwire’s efforts to manage escalated service calls and retention by building and leading a highly talented team which handles all escalated customer service or cancellation requests,
Specifically, you will have the opportunity to:
• Provide leadership and continual direction to multiple project teams in order to ensure successful build and implementation of our national customer retention strategy and center.
• Maintain direct interaction and partnership with our primary customer service center to improve performance and drive down churn reduction and develop churn prevention tools.
• Hire, develop and lead a team of Customer Retention Associates, including establishing performance goals, providing career development, and supporting team and individual employee development.
• Avoiding churn and developing successful proactive solutions to support cancelling customers and to identify high-risk clients and come up with ways to turn them into satisfied customers.
• Promote retention strategies while fostering a competitive environment that enriches the customer experience.
• Partner with management and outlying groups to promote Retention efforts, increase competition awareness, overcome objections, and bridge gaps of opportunities to increase service results.
• Provide coaching and feedback on employee performance that insures consistency and a high level of customer service.
• Analyze and actively manage quantitative and qualitative performance metrics and communicate information to management and staff in order to promote service excellence and individual personal growth.
• Support team members in problem solving to attain first call resolution. Address escalated customer issues in a responsive, timely and accurate manner to achieve maximum customer satisfaction.
Position Requirements
• 5-7 years experience in a call center leadership role, primarily focused on sales and retention.
• Excellent leadership, motivation and communication skills required.
• Effective at using innovative approaches to better serve the customer and improve processes.
• Track record in analytics, measurement, and improvement with large client base
• Must be knowledgeable of both billing systems database and IVR/ARU phone system.
• Track record in managing and growing large revenue streams annually
• Entrepreneurial self starter with demonstrated ability to drive results.
• Bachelors degree or equivalent experience in customer service and managerial positions preferred.
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