Career Opportunities

Client Retention Specialist

The Client Care (Retention) Specialist is responsible for client retention. The Client Care Specialist must listen, fact find, investigate, and provide solutions that promote retention and client loyalty. A successful person in the role will have a sales background with the ability to overcome objections. This team member will manage Holds, Cancellations, 3-day Rescissions, Upgrades and Renewals to support the growth of the Ferry International organization.

Primary Responsibilities

  1. Works to determine the best resolution for cases created, specific to client requests for holds, early termination of their coaching agreement, or requests to transfer to a different coach.
  2. Resolves complaints and concerns by investigating problems, developing solutions and managing through to resolution.
  3. Prioritizing cases to ensure each request is handled with the appropriate level of care and consideration based on the level of urgency.
  4. Analyzes clients’ needs and concerns and provides tailored responses that match the client’s escalated issues.
  5. Monitors the status of the cancellation, Hold, transfer, upgrade, and renewal cases on a daily basis to ensure timely follow up to reach acceptable resolutions.
  6. Works with the Placement team to ensure a smooth transition for clients when coaches must be transferred for administrative reasons.
  7. Creates positive relationships with clients by providing accurate information and timely answers, reinforcing value, increasing customer utilization of products, promoting education, and providing training.
  8. Develops and maintains product knowledge in order to engage and inform clients and to make appropriate recommendations.
  9. Able to maintain a calm demeanor in a high-paced environment and demonstrate emotional intelligence and good judgment in challenging situations that may require de-escalation and expressing empathy.

Performance will be monitored by MRR opportunities for Holds, Cancellations, Upgrades, and Renewals.

Other Skills and Abilities

  • Listening and problem-solving skills.
  • Sales skills.
  • Time management skills.
  • Detail-oriented with excellent follow-up skills.
  • Must be able to manage, organize and update relevant data using CRM software system (Salesforce) and corporate website.

Computer Skills

  • Strong working knowledge of Microsoft Office applications and the Google suite, including intermediate to advanced skills with Excel and Sheets.
  • Salesforce or other CRM experience is a plus.

Work Environment

  • The role would start remotely due to covid-19.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Please review all position details before applying to TomFerry.

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