Customer Retention Specialist

Gannett Co. Inc. Phoenix , AZ 85002

Posted 3 weeks ago

Gannett Co., Inc. (NYSE: GCI) is an innovative, digitally focused media and marketing solutions company committed to strengthening communities across our network. With an unmatched reach at the national and local level, Gannett touches the lives of nearly 140 million people monthly with our Pulitzer-Prize winning content, consumer experiences and benefits, and advertiser products and services. Gannett brands include the USA TODAY and more than 260 daily local newspaper brands, digital marketing services companies ReachLocal, WordStream, and ThriveHive and U.K. media company Newsquest. There's never been a better time to join our talented team. Visit Gannett.com/Careers to learn more about our opportunities, and visit Gannett Privacy Policy to understand our privacy policy.

Customer Retention Specialist

The Gannett CSC has immediate openings for the Customer Retention Specialist position. The Customer Retention Specialist - CSC Phoenix - reports to Phoenix CSC Customer Service Supervisor. The Retention Specialist will be required to have advanced knowledge of products, along with advanced knowledge of procedures and guidelines.

This position is responsible for handling calls related to customers discontinuing their services with Gannett properties. This position requires an individual who can communicate with customers and identify the root cause for their dissatisfaction. Team members are expected to utilize retention tools/efforts to solve customer concerns, ultimately retaining their business.

Rate of Pay: $13.25 per hour + commission.

Responsibilities:

  • Exceed productivity standards; such as overall accuracy; maintaining Key Performance Indicators; and provide one call resolution to internal and external customers.

  • Proven ability to diffuse an escalated customer situation and bring the customer issue to closure.

  • Complete all required documentation for Stop Saves, stop/saves and any other customer interaction.

  • Take ownership of all customer concerns and proactively follow through to resolution.

  • Ensure all customers' concerns are investigated and resolved with minimal escalation.

  • Ability to make independent decisions based on established guidelines.

  • Must be able to adhere to an assigned work schedule, must be dependable and punctual.

  • Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.

  • Maintain Customer focus at all times and respond to customers' concerns using the CSC's Best Practices/QA guidelines.

  • Work within agreed daily ad hoc responsibilities, striving to exceed customer expectations wherever possible.

  • Adhere to agreed standards of quality with a minimum 90% accuracy rate.

  • Maintain professional working relationship with internal and external customers, customer service management and colleagues.

Requirements:

  • High School diploma or GED equivalent required.

  • Knowledge of effective negotiation techniques used to quickly resolve escalated customer issues.

  • Demonstrate the ability to diffuse situations, utilize effective negotiation skills, and bring the customer issue to closure.

  • Ability to work flexible schedule, including weekends and holidays. Must be dependable and consistently punctual for all scheduled shifts.

  • Ability to prioritize work, manage time effectively, and work successfully in a fast paced, multi-faceted environment.

  • Must have an in-depth knowledge of products, guidelines, procedures and CSC operating systems.

  • Self-motivated, creative, flexible, willing to take initiative, be accountable, and able to effectively handle multiple task simultaneously.

  • Demonstrate a high level of accuracy and attention to detail.

  • Must be able to accurately complete basic math calculations.

  • Strong Stop Save and Quality KPI performance on a consistent basis (period over period performance).

  • Must be in good standing.

Here's what we have to offer:

We offer a competitive base salary and career growth opportunities. We also offer you a comprehensive benefits package which includes medical, dental, vision, life insurance, short-term disability, long-term disability, Paid Time Off, Company Paid Holidays, employee discount program and domestic partner benefits. Our 401(k) is topnotch and the contributions you make, up to the first 5% are eligible for a 100% Company match!

Gannett Co., Inc. is a proud equal opportunity employer. We are a drug free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation, or veteran status.

Other details

  • Job Family Customer/Consumer Service

  • Job Function Marketing

  • Pay Type Hourly

  • Hiring Rate $13.25

  • Required Education Equivalent Experience

  • Phoenix, AZ, USA

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