JOB DESCRIPTION
Job Title: Account Retention Specialist
Department: Account Services
Reports To: Josh Davis
Prepared By: Josh Davis
Date: May 15, 2024
ABOUT ZYTO
At ZYTO, our mission is to improve the quality of life of the individuals we serve. We strive to empower personal wellness through our innovative technologies, as well as education to improve the application of our technology with a focus on holistic health.
Our dedication to wellness extends to our employees and is a vital part of our company culture and values. We seek to support employees and enhance company culture through 5 core values: wellness, connection, integrity, and being genuine & responsible.
JOB SUMMARY/SCOPE
Our Customer Retention Specialist will play a crucial role in maintaining and enhancing our relationships with customers. Your primary responsibility will be to actively listen to customer concerns and provide effective solutions, ensuring their continued satisfaction and loyalty. Candidates must have excellent organizational, administrative, and communication skills and the ability to deliver high customer service standards. Candidates must be self-starters, constantly looking for better ways to improve processes and overall effectiveness.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Utilize strong active listening skills to fully understand customer concerns and address them with appropriate solutions
- Identify potential issues before they escalate and proactively engage with customers to resolve them
- Conduct outbound calls to reach out to customers, gather feedback, and offer support, demonstrating a commitment to excellent customer service
- Provide valuable feedback to the team on common customer issues and suggest improvements to enhance overall client retention strategies
- Maintain and deliver high standards of customer service in every interaction
- Manage customer interactions and documentation efficiently, ensuring all records are up to date and accurately maintained
- Continuously seek and implement better ways to improve processes and overall effectiveness in retaining customers
- Demonstrate initiative by actively looking for opportunities to enhance customer satisfaction and retention
- Assist in projects as assigned by Supervisor
- Learn and understand the basics of ZYTO technology to answer questions for customers
- Data entry
- Assist in other sales team functions as deemed necessary
- Must be able to work in the office, as this is a full-time, on-site position.
SKILLS REQUIRED
- Excellent written and verbal communication skills
- Exceptionally well organized with an ability to multi-task responsibilities in a thorough and detailed manner
- Ability to think critically and creatively to resolve customer issues
- Strong decision-making ability as well as interpersonal and problem-solving skills
- Must be detail-oriented
- Must be organized and be able to accomplish recurring tasks on time and without reminders from others
- Has ownership attitude and will not walk away from tasks unfinished
- Must be flexible
- Is resourceful and able to research solutions rather than deferring issues until someone feeds the answers
- Must be excellent with Microsoft Word, Excel and Outlook
- Must have good grammar
MINIMUM QUALIFICATIONS AND EXPERIENCE
- Relevant work experience preferred
- Ability to maintain trust and support of the executive team while maintaining professional demeanor and appearance
- Fluent English required; Spanish skills are a plus.
- Salesforce experience a plus
BENEFITS AND PERKS
ZYTO provides a complete benefits package and many employee perks like monthly wellness challenges with prizes, team lunches and activities, regular company events, access to ZYTO wellness technology, and mandatory PTO!
ZYTO is an equal opportunity employer.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Vision insurance
Shift:
Weekly day range:
Work setting:
Ability to Commute:
- Pleasant Grove, UT 84062 (Required)
Ability to Relocate:
- Pleasant Grove, UT 84062: Relocate before starting work (Required)
Work Location: In person