Customer Retention Specialist - Remote Position

Kentucky, USA ● Louisville, KY, USA ● Virtual Req #13511
Tuesday, February 23, 2021

Gannett Co., Inc. (NYSE: GCI) is an innovative, digitally focused media and marketing solutions company committed to strengthening communities across our network. With an unmatched reach at the national and local level, Gannett touches the lives of nearly 140 million people monthly with our Pulitzer-Prize winning content, consumer experiences and benefits, and advertiser products and services. Gannett brands include the USA TODAY and more than 260 daily local newspaper brands, digital marketing services companies ReachLocal, WordStream, and ThriveHive and U.K. media company Newsquest. There's never been a better time to join our talented team.

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Customer Retention Specialist - Remote Position

 

The Gannett CSC in Louisville has immediate openings for the Customer Retention Specialist position. At Gannett we are passionate about the communities we serve. We have one mission, to ensure our award-winning products paired with unmatched delivery foster deep and vital connections among our communities and the world around them.

 

The Customer Retention will be required to have advanced knowledge of products, along with advanced knowledge of procedures and guidelines. This position will require you to work remotely from home, and if/when relocate to an in-office setting. 

 

This position is responsible for handling calls related to customers discontinuing their services with Gannett properties. This position requires an individual who can communicate with customers and identify the root cause for their dissatisfaction. Team members are expected to utilize retention tools/efforts to solve customer concerns, ultimately retaining their business.

Rate of Pay: $14.75 per hour + commission.

 

Responsibilities:   

 

  • Exceed productivity standards; such as overall accuracy; maintaining Key Performance Indicators; and provide one call resolution to internal and external customers.
  • Proven ability to diffuse an escalated customer situation and bring the customer issue to closure.
  • Complete all required documentation for Stop Saves, stop/saves and any other customer interaction.
  • Take ownership of all customer concerns and proactively follow through to resolution.
  • Ensure all customers’ concerns are investigated and resolved with minimal escalation.
  • Ability to make independent decisions based on established guidelines.
  • Must be able to adhere to an assigned work schedule, must be dependable and punctual.
  • Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
  • Maintain Customer focus at all times and respond to customers’ concerns using the CSC’s Best Practices/QA guidelines.
  • Work within agreed daily ad hoc responsibilities, striving to exceed customer expectations wherever possible.
  • Adhere to agreed standards of quality with a minimum 90% accuracy rate.
  • Maintain professional working relationship with internal and external customers, customer service management and colleagues. 

 

Requirements:

  • High School diploma or GED equivalent required.
  • Knowledge of effective negotiation techniques used to quickly resolve escalated customer issues.
  • Demonstrate the ability to diffuse situations, utilize effective negotiation skills, and bring the customer issue to closure.
  • Ability to work flexible schedule, including weekends and holidays. Must be dependable and consistently punctual for all scheduled shifts.
  • Ability to prioritize work, manage time effectively, and work successfully in a fast paced, multi-faceted environment.
  • Must have an in-depth knowledge of products, guidelines, procedures and CSC operating systems.
  • Self-motivated, creative, flexible, willing to take initiative, be accountable, and able to effectively handle multiple task simultaneously.
  • Demonstrate a high level of accuracy and attention to detail
  • Must be able to accurately complete basic math calculations
  • Strong Stop Save and Quality KPI performance on a consistent basis (period over period performance)
  • Must be in good standing.
  • Employment is contingent on passing a pre-employment, post-offer background check.

 

Other details

  • Job Family Customer/Consumer Service
  • Job Function Consumer
  • Pay Type Hourly
  • Hiring Rate $14.75
  • Required Education Equivalent Experience
  • Kentucky, USA
  • Louisville, KY, USA
  • Virtual