Vonage is hiring a Remote Retention Representative
\nVonage Customer Care Mission\n\nWe help our customers create innovative and delightful customer experiences using our programmable communication building blocks. Through a choice of support offerings, we provide top-tier support for developers and enterprises. Our global technical team, skilled in development, communications technology and troubleshooting, help our customers rapidly resolve any issues, publish online knowledge articles, and communicate proactively for any incidents that occur.\n\nWhy this job Matters\n\nAs a member of the Retention team, the Retention Representative is responsible for maintaining Vonage customers via inbound calls and/or Correspondence via SalesForce. The Retention Agent is also responsible for maintaining an acceptable customer save rate following all Vonage policy and procedural guidelines designed and approved by Vonage for the purpose of customer retention. \n\n IF THIS SOUNDS LIKE YOU KEEP READING...\n\nWhat You Will Do\n\n\nProcesses orders via inbound call handling, prepares correspondence, and fulfills needs of existing customers that are at risk of canceling services or order\n\nAddresses complaints with the goal of increasing satisfaction and securing customer saves\n\nProvide customer-focused solutions using clear and descriptive method\n\nManage and complete projects in a timely manner\n\nMeet all given goals and objectives for customer save rate, stick rate and other related metrics\n\nTrack case tickets within a Customer Relations Management System to Document resolutions for future reference both internally and externally\n\nOffers discounts or special deals as needed and within pre-established limits\n\nWork closely with multiple departments to resolve customer issues\n\nIdentify reason(s) for customer dissatisfaction and/0r discontinuance requests in a timely manner and assist Vonage in meeting company wide initiatives in retaining customers\n\nCommunicate customer feedback findings to management\n\nConsult with and research customer concerns; explain billing charges and credits.\n\nProvide operational and systems suggestions to management\n\nOther duties as assigned\n\n\n\n\nWhat's Required of You:\n\n\nSales or Customer Retention experience required\n\nAbility to work independently as well as in a team environment\n\nExcellent communications; verbal and written\n\nAbility to handle stressful situations and deadlines\n\nProfessional phone and typing skills\n\nAbility to maintain poise and productivity in a fast paced environment\n\nAbility to multi-task and adapt to change\n\nHigh School Diploma or GED; or equivalent combination of education and experience.\n\n\n\n\nPreferred Knowledge\n\n\nExcellent customer service skills (friendly, courteous and helpful\n\nExcellent grammar (Verbal and Written\n\nSalesforce experience\n\nMust demonstrate creative and independent thinking\n\nGood computer skills including emailing and Internet usage\n\n\n\n\nWhat's In It For You\n\nIn addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits.\n\nNote: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.\n\n#LI-REMOTE \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Analyst, Engineer, Accounting, SaaS, C, Design, Executive, Junior, Digital Nomad, Microsoft, Sales, Python, Cloud, API, Finance, Senior, Travel, Full Stack, Legal, Docker, Testing, Golang, Amazon, Payroll, Education, Excel and Jira jobs that are similar:\n\n
$70,000 — $120,000/year\n
\n\n#Benefits\n
๐ฐ 401(k)\n\n๐ Distributed team\n\nโฐ Async\n\n๐ค Vision insurance\n\n๐ฆท Dental insurance\n\n๐ Medical insurance\n\n๐ Unlimited vacation\n\n๐ Paid time off\n\n๐ 4 day workweek\n\n๐ฐ 401k matching\n\n๐ Company retreats\n\n๐ฌ Coworking budget\n\n๐ Learning budget\n\n๐ช Free gym membership\n\n๐ง Mental wellness budget\n\n๐ฅ Home office budget\n\n๐ฅง Pay in crypto\n\n๐ฅธ Pseudonymous\n\n๐ฐ Profit sharing\n\n๐ฐ Equity compensation\n\nโฌ๏ธ No whiteboard interview\n\n๐ No monitoring system\n\n๐ซ No politics at work\n\n๐ We hire old (and young)\n\n
\n\n#Location\nAtlanta, Georgia, United States
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