Customer Retention Specialist

Description:

Customer Retention Specialist

Top 100 Workplace in Dallas: Kings III is honored to have been recognized by the Dallas Morning News as a Top 100 Workplace in Dallas and on the national scale for Top Workplaces USA. Results are solely based on survey responses from our team members, and we are proud to have ranked in the top 5% for multiple culture drivers including clued-in employees, supportive managers, strong values, meaningful work, leaders-in-the-know, employee appreciation and cross-team cooperation.

Video: Hear from our Team on What Makes Kings III a Top Place to Work

Job Summary– The primary responsibility of a Customer Retention Representative is to develop and maintain a positive relationship with our current client base in order to reduce cancellation risk. The Customer Retention Representative is a high-skilled customer service professional with extensive experience resolving customer issues and maintaining customer relationships. Many of our customers have been with us long-term, and this position provides business to business support for our client base. This person will be responsible for negotiating contracts, creating scopes of work, addendums for ownership changes or equipment upgrades, and retention of current client base. Must be familiar with legal documents, have at least intermediate math skills, and be proficient in Microsoft Office Suite. The individual in this position will also have advanced customer service and phone skills.

Responsibilities

• Respond to cancellation requests in a timely manner with site specific information to attempt save. Document results to help us have a better understanding of why customers ultimately cancel service.
• Reach out to customers who are at a high risk of cancelling (such as ownership and management changes, inoperable equipment, phone line issues, and upcoming elevator modernization).
• Work with client base to review current contracts, contract renewals, scopes of work, or equipment upgrades.
• General understanding of our products and service to provide informative help to our customers, identifying specific needs and solutions (line seizure, Skylines, auto-testing, new sale opportunities).
• Create a great client experience. Listen to and address customers’ needs.
• Create new accounts with information received from new agreements – update existing accounts with information from new owners and/or management. Re-sign agreements for existing customers with device and/or rate changes.
• Customer service request – send out copies of contracts and/or provide requested information pertaining to the contracts. Answer questions relating to accounts (rate, budgeting questions, how may phone lines and our tie-in numbers).
• Work within multiple software systems to maintain client data, able to toggle between SalesForce, Sedona, and Manitou throughout the client interaction.
• Work with team to develop process improvements and streamline workflow.

Requirements:

Skills and Experience

• Minimum of two years of high skilled customer service work experience
• Strong people skills
• Attention to detail and problem solving
• Confident and enthusiastic
• Excellent communication skills – verbal and written
• Dependable with strong work ethic
• Organized and able to multi-task
• Team player - supportive and respectful
• Willing to learn and ask questions
• At least intermediate skill level using Microsoft Office Suite, including Word, Excel, and Outlook
• Strong typing skills
• Knowledge in Sedona, Manitou, SalesForce or similar CRM software a plus

Company Benefits:

• Medical, dental, vision, life, disability insurance plans offered.
• 401k plan with company match.
• Employer paid telemedicine benefits.
• Eight scheduled paid holidays, plus one paid floating holiday each year.
• 15 days of paid time off accrued in the first year.

About Our Company:

At Kings III, we provide critical communication services to help people in distress. We answer the call when seconds count. We know because we’ve been making them count when it matters most for over 30 years. Our best-in-class emergency dispatch service helps our customers reduce risk, mitigate liability, and lower their cost, all while simultaneously allowing them to provide better care to their team members, tenants, and guests.

Our primary client base includes commercial and multi-family real estate owners and property managers and the most common areas we provide emergency dispatch services are in elevators and at poolside. Our customer retention rate is amazingly high at nearly 98%. Most important to our team and our customers alike is that we stand behind what we sell and service. If there is a problem, we fix it, period. We are in the life safety business and understand our service must work when needed.

More than 18% of our team has been with Kings III for 10+ years, and many of them for much longer. We care who we bring on board, and nothing matters more than keeping our company culture intact and thriving.

What we do here really matters – not just for our customers and our callers, but for our team members as well. HOW we do it matters even more.

Kings III Core Values:

You will find our core values, listed below, deeply engrained in the fabric of the company. It’s important that everyone in the business is dedicated to these values as we work to lead and grow a team of good citizens – internally and externally speaking.

• Honesty & Integrity
• Service to the customer above all else.
• Do what is right.
• Good enough is not good enough; pursue excellence.
• Encourage individual initiative and growth.

Kings III is an Equal Opportunity Employer and committed to maintaining a drug-free workplace. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender