Retention Specialist

The Retention Specialist will be responsible for responding to driver retention calls: Identify and resolves drivers’ complaints through empathy and creative techniques, in order to motivate drivers to continue using Gett services, while providing quality customer experience.

Work in a fast-paced call center environment and make outbound retention calls to existing clients who ask to quit and/or downgrade services on their account.

A great opportunity to join an innovative high-tech company. The job is partly from home and partly from the office.

• Receive inbound retention requests from current clients or initiate proactive calls to clients with low usage, all in a high-intensity call center environment.
• Initiate calls to clients with past due fees in order to collect payment.
• Resolve drivers’ complaints/concerns through active listening, empathy and professionalism.
• Utilize proactive retention skills to turn requests for service termination or downgrades into engagement by identifying drivers’ needs.
• Increase drivers’ engagement and use.
• Identify and report systematic problems that could have negative impact on clients’ experience.
• Lead processes and projects in order to generate solutions to reduce client dissatisfaction.
  
  

• Minimum of 1-2 years of experience in a Call Center sales environment preferred.
• Excellent computer skills, experience working with SAP and/or Sales Force.
• Experience in working in a goal-oriented environment.
• Strong oral communication skills.
• Excellent interpersonal skills to work effectively with teams throughout the organization.
• Ability to gain trust and confidence with clients.
• Ability to work independently.