ZipRecruiter
CUSTOMER RETENTION SPECIALIST (White Glove Service)
ZipRecruiter, San Antonio, Texas, United States, 78208
Job DescriptionJob DescriptionDescription:
Who are we?
At OKIN Process, a BPO provider, we take great pride in enhancing operations for our clients. As part of our team, you can look forward to a lively and dynamic atmosphere that prioritizes a people-first philosophy. We offer professional outsourcing solutions that help our clients focus on what distinguishes them in the market by supplying a wide array of front and back-office expertise and resources. We are the trusted partner for our clients in optimizing their business processes.
Job Description:
Job Type: Hourly
Pay: $40,560 - $41,600 annually
Schedule: Day Shift, Monday-Friday, 10 AM-7 PM
Work Location: Hybrid
(Onsite training for 6 weeks; 1-2 onsite dates per month after training)
Summary:
As an Account Management Specialist in our Outreach team, your responsibility is to cultivate robust customer relationships that foster our clients’ growth while championing the needs of customers by collaborating with the clients’ internal teams. You will serve as a trusted resource for our Business Market and Public Sector customers. This position will closely collaborate with Marketing Sciences, Sales, Contract Management, and other stakeholders to analyze high-risk customers, playing a crucial role in reducing churn and safeguarding our revenue through exceptional communication and strategic engagement. You will work directly with customers to present offers or provide recommendations for account optimization and encourage the use and adoption of online tools. This white glove service role requires excellent customer service skills and the ability to establish strong internal partnerships with Sales, IT, and Finance to create mutually beneficial solutions. Flexibility is essential in this role to adapt to the changing demands of our business.
Requirements:
Key Responsibilities Include:
Utilizing Project Management skills by working closely with the key partners to maintain a continuous flow of information specific to case status, and to identify potential issues and/or opportunities
Conduct outbound customer outreach (manual and campaign-based) to provide updates, present offers, identify opportunities, and reinforce value.
Building and nurturing collaborative relationships with support teams while consistently demonstrating professionalism and emotional intelligence
Turning negative/neutral experiences into positive interactions based on a proactive approach
Serving as a brand ambassador and advocate for your customers, throughout every contact, highlighting all our clients’ products and services
Identifying plans and services that would suit customer needs to prevent future contacts
Turning customer contacts into a sale or a save opportunity with a premium experience
Demonstrating a high level of critical thinking when making decisions in customer resolution and considering the impact on our brand
Supporting high-level escalations through the entire customer journey, including pain points, identifying the root cause of concerns, and working quickly to resolve them
Proactively triaging high-risk accounts, flagging early signs of churn, and collaborating across departments to mitigate risk.
Provide technical or account assistance in collaboration with Sales and Support teams.
Document customer interactions thoroughly using CRM tools to ensure alignment and visibility
Knowledge of and adherence to telemarketing laws
Soft Skills:
Ability to communicate clearly and compassionately, both verbally and in writing
Adaptive to changing situations in a competitive market
Ability to overcome objections while demonstrating genuine empathy
Genuine interest in people and a desire to help and build relationships with customers
Comfort navigating change in a dynamic environment with a positive, solutions-oriented mindset.
Required Qualifications:
White Glove Customer Service: 1-2 years
Customer Service, Account Management, or Customer Success: 1-2 years
Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM), and tools like Microsoft Office
Experience working in Loyalty/Retention programs with a high understanding and performance with loyalty tools such as Compass & Mysolutions
Strong analytical skills and attention to detail; ability to recognize patterns and trends in customer behavior.
Previous experience working in a Secure Workspace (SWS) type environment or white room (no pen, paper, mobile or electronic devices, etc.): 1+ years
Ability to demonstrate a SWS-type environment from home office
Satisfying the required internet speed of 50Mbps and the requirement of a direct connect modem or router (cannot operate on WIFI)
Qualifications:
One or more years of Technical and Public Sector customer experience: 1+ years
Experience troubleshooting hardware, software, applications, network, and device issues
Experience resolving customer issues, billing, and/or handling product Q&A
Experience using Workflow Manager (WFM) and Salesforce (SFDC)
Perks:
The opportunity to work on a high-visibility program with real business impact.
A hybrid work environment with flexibility after training completion.
A culture that values collaboration, respect, and continual improvement.
Growth opportunities in Q4 and beyond as the HyperLoyalty program evolves.
Ability to cross-train and expand expertise across the Business and Public Sector lines of business.
Benefits:
401(k) matching (4%)
On-Demand Pay
Medical Insurance
Dental Insurance
Vision Insurance
Insurance
Life Insurance
Voluntary Benefits
Employee Assistance Program
Employee Discount Schedule
Flexible Spending Account
Life Insurance
Paid Time Off
Paid Training
This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at OKIN Process will know no limits! Eager to know more? Become a part of our team!
Who are we?
At OKIN Process, a BPO provider, we take great pride in enhancing operations for our clients. As part of our team, you can look forward to a lively and dynamic atmosphere that prioritizes a people-first philosophy. We offer professional outsourcing solutions that help our clients focus on what distinguishes them in the market by supplying a wide array of front and back-office expertise and resources. We are the trusted partner for our clients in optimizing their business processes.
Job Description:
Job Type: Hourly
Pay: $40,560 - $41,600 annually
Schedule: Day Shift, Monday-Friday, 10 AM-7 PM
Work Location: Hybrid
(Onsite training for 6 weeks; 1-2 onsite dates per month after training)
Summary:
As an Account Management Specialist in our Outreach team, your responsibility is to cultivate robust customer relationships that foster our clients’ growth while championing the needs of customers by collaborating with the clients’ internal teams. You will serve as a trusted resource for our Business Market and Public Sector customers. This position will closely collaborate with Marketing Sciences, Sales, Contract Management, and other stakeholders to analyze high-risk customers, playing a crucial role in reducing churn and safeguarding our revenue through exceptional communication and strategic engagement. You will work directly with customers to present offers or provide recommendations for account optimization and encourage the use and adoption of online tools. This white glove service role requires excellent customer service skills and the ability to establish strong internal partnerships with Sales, IT, and Finance to create mutually beneficial solutions. Flexibility is essential in this role to adapt to the changing demands of our business.
Requirements:
Key Responsibilities Include:
Utilizing Project Management skills by working closely with the key partners to maintain a continuous flow of information specific to case status, and to identify potential issues and/or opportunities
Conduct outbound customer outreach (manual and campaign-based) to provide updates, present offers, identify opportunities, and reinforce value.
Building and nurturing collaborative relationships with support teams while consistently demonstrating professionalism and emotional intelligence
Turning negative/neutral experiences into positive interactions based on a proactive approach
Serving as a brand ambassador and advocate for your customers, throughout every contact, highlighting all our clients’ products and services
Identifying plans and services that would suit customer needs to prevent future contacts
Turning customer contacts into a sale or a save opportunity with a premium experience
Demonstrating a high level of critical thinking when making decisions in customer resolution and considering the impact on our brand
Supporting high-level escalations through the entire customer journey, including pain points, identifying the root cause of concerns, and working quickly to resolve them
Proactively triaging high-risk accounts, flagging early signs of churn, and collaborating across departments to mitigate risk.
Provide technical or account assistance in collaboration with Sales and Support teams.
Document customer interactions thoroughly using CRM tools to ensure alignment and visibility
Knowledge of and adherence to telemarketing laws
Soft Skills:
Ability to communicate clearly and compassionately, both verbally and in writing
Adaptive to changing situations in a competitive market
Ability to overcome objections while demonstrating genuine empathy
Genuine interest in people and a desire to help and build relationships with customers
Comfort navigating change in a dynamic environment with a positive, solutions-oriented mindset.
Required Qualifications:
White Glove Customer Service: 1-2 years
Customer Service, Account Management, or Customer Success: 1-2 years
Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM), and tools like Microsoft Office
Experience working in Loyalty/Retention programs with a high understanding and performance with loyalty tools such as Compass & Mysolutions
Strong analytical skills and attention to detail; ability to recognize patterns and trends in customer behavior.
Previous experience working in a Secure Workspace (SWS) type environment or white room (no pen, paper, mobile or electronic devices, etc.): 1+ years
Ability to demonstrate a SWS-type environment from home office
Satisfying the required internet speed of 50Mbps and the requirement of a direct connect modem or router (cannot operate on WIFI)
Qualifications:
One or more years of Technical and Public Sector customer experience: 1+ years
Experience troubleshooting hardware, software, applications, network, and device issues
Experience resolving customer issues, billing, and/or handling product Q&A
Experience using Workflow Manager (WFM) and Salesforce (SFDC)
Perks:
The opportunity to work on a high-visibility program with real business impact.
A hybrid work environment with flexibility after training completion.
A culture that values collaboration, respect, and continual improvement.
Growth opportunities in Q4 and beyond as the HyperLoyalty program evolves.
Ability to cross-train and expand expertise across the Business and Public Sector lines of business.
Benefits:
401(k) matching (4%)
On-Demand Pay
Medical Insurance
Dental Insurance
Vision Insurance
Insurance
Life Insurance
Voluntary Benefits
Employee Assistance Program
Employee Discount Schedule
Flexible Spending Account
Life Insurance
Paid Time Off
Paid Training
This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at OKIN Process will know no limits! Eager to know more? Become a part of our team!