Job Description: Retention Representative

Company Overview

Vonage is a global company dedicated to innovating cloud communications for businesses worldwide.

Vonage Applications

Our Applications business unit focuses on delivering a suite of advanced communication tools designed to enhance customer engagement. From cloud contact centers to feature-rich unified communications solutions, our Applications team is dedicated to providing businesses with the tools they need to streamline operations and improve customer experiences.

Vonage Customer Care Mission

We help our customers create innovative and delightful customer experiences using our programmable communication building blocks. Through a choice of support offerings, we provide top-tier support for developers and enterprises. Our global technical team, skilled in development, communications technology, and troubleshooting, helps our customers rapidly resolve any issues, publish online knowledge articles, and communicate proactively for any incidents that occur.

Position Overview

As a member of the Retention team, the Retention Representative is responsible for maintaining Vonage customers via inbound calls and/or correspondence through SalesForce. The Retention Agent is also responsible for maintaining an acceptable customer save rate following all Vonage policy and procedural guidelines designed and approved by Vonage for the purpose of customer retention.

• Note: Day & evening shifts may be required.

Key Responsibilities

• Processes orders via inbound call handling, prepares correspondence, and fulfills the needs of existing customers who are at risk of canceling services or orders.
• Addresses complaints with the goal of increasing satisfaction and securing customer saves.
• Provides customer-focused solutions using clear and descriptive methods.
• Manages and completes projects in a timely manner.
• Meets all given goals and objectives for customer save rate, stick rate, and other related metrics.
• Tracks case tickets within a Customer Relations Management System to document resolutions for future reference, both internally and externally.
• Offers discounts or special deals as needed and within pre-established limits.
• Works closely with multiple departments to resolve customer issues.
• Identifies reasons for customer dissatisfaction and/or discontinuance requests in a timely manner and assists Vonage in meeting company-wide initiatives in retaining customers.
• Communicates customer feedback findings to management.
• Consults with and researches customer concerns; explains billing charges and credits.
• Provides operational and systems suggestions to management.
• Performs other duties as assigned.

Qualifications

Required:

• Sales or Customer Retention experience required.
• Ability to work independently as well as in a team environment.
• Excellent communication skills; verbal and written.
• Ability to handle stressful situations and deadlines.
• Professional phone and typing skills.
• Ability to maintain poise and productivity in a fast-paced environment.
• Ability to multi-task and adapt to change.
• High School Diploma or GED; or equivalent combination of education and experience.

Experience Considered a Plus:

• Excellent customer service skills (friendly, courteous, and helpful).
• Excellent grammar (Verbal and Written).
• Salesforce experience.
• Creative and independent thinking.
• Good computer skills including emailing and Internet usage.

Benefits

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits that include:

• Medical, Dental & Vision Insurance
• 401k
• PTO

Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.

Note: There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.