Russell Tobin + Associates is currently seeking a Customer Relations Specialist. This is a 6+ months contract with potential for extension/conversion for successful contractors!
Position: Customer Relations Specialist
Location: Westminster, CO 80021 (Hybrid)
Contract: 6+ months with possible extension
Pay Range: $24-26/hr on w2 depending on experience
Responsibilities:
- The Digital Retention Specialist at SketchUp is responsible for ensuring high levels of customer retention and satisfaction.
- This role involves proactively engaging with customers to understand and address their needs, identifying blockers to renewal, and implementing strategies to improve customer loyalty.
- The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to analyze data to drive retention efforts.
- Make outbound messages or calls to understand and address reasons for potential discontinuation of services.
- Take ownership of customer issues, ensuring minimal escalation and high satisfaction.
- Resolve customer needs independently and effectively.
- Communicate with customers, internal teams, and senior management to deliver exceptional service.
- Directly negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.
- Maintain detailed records of customer interactions and activities in Salesforce.
- Analyze data to identify trends and opportunities for improving retention and reducing churn.
- Work closely with the Sales and Support Teams to handle escalations and enhance the customer experience.
- Identify, create, and deliver content to support customer adoption and engagement needs.
- Demonstrated ability to rapidly learn and efficiently navigate multiple business systems, ensuring seamless task completion and operational effectiveness.
Required Skills:
- Customer Focus: Strong customer-centric and growth mindset.
- Spanish speaker preferred.
- Retention Expertise: Experience in customer service and retention.
- Excellent active listening and empathy to understand customer perspectives.
- Strong analytical skills and a solution-oriented approach.
- Skilled in effective negotiation techniques, including identifying customer pain points, proposing solutions, and achieving favorable outcomes to build strong customer relationships.
Education:
- Associate’s degree or equivalent.
- 5+ years of practical experience in customer service and retention.
- Salesforce: Proficiency in using Salesforce for documenting and managing customer interactions.
Russell Tobin / Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.
