Sales Support Specialist

What are we looking for in our Sales Support Specialist?

Russell Tobin & Associates is currently seeking an Sales Support/Retention Specialist to work for one of our top tech clients! The Digital Retention Specialist is responsible for ensuring high levels of customer retention and satisfaction. This role involves proactively engaging with customers to understand and address their needs, identifying blockers to renewal, and implementing strategies to improve customer loyalty.

Pay: $22-$24.75/hr. depending on experience

Location: Westminster, CO (Hybrid)

The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to analyze data to drive retention efforts.

Key Responsibilities:

• Customer Engagement: Make outbound messages or calls to understand and address reasons for potential discontinuation of services.
• Issue Resolution: Take ownership of customer issues, ensuring minimal escalation and high satisfaction.
• Independent Decision-Making: Resolve customer needs independently and effectively.
• Customer Service Excellence: Communicate with customers, internal teams, and senior management to deliver exceptional service.
• Negotiation: Directly negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.
• Documentation: Maintain detailed records of customer interactions and activities in Salesforce.
• Data Analysis: Analyze data to identify trends and opportunities for improving retention and reducing churn.
• Collaboration: Work closely with the Sales and Support Teams to handle escalations and enhance the customer experience.
• Content Development: Identify, create, and deliver content to support customer adoption and engagement needs.
• System Proficiency: Demonstrated ability to rapidly learn and efficiently navigate multiple business systems, ensuring seamless task completion and operational effectiveness.

Skills:   

• Strong customer-centric and growth mindset.
• Bilingual English/Spanish preferred
• 5+ years of practical experience in customer service and retention
• Excellent active listening and empathy to understand customer perspectives.
• Strong analytical skills and a solution-oriented approach.
• Proficiency in using Salesforce for documenting and managing customer interactions.
• Skilled in effective negotiation techniques, including identifying customer pain points, proposing solutions, and achieving favorable outcomes to build strong customer relationships.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Excellent writing and communication skills, with the ability to convey thoughts clearly and concisely.
• Strong ability to collaborate with stakeholders and customers at various skill levels.
• Demonstrated ability to handle sensitive information with integrity and maintain a professional demeanor.

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization.

We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies.

As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.