Job Summary
An eCommerce retailer of home products is filling a position for a Remote Retention Lead.
Individual must be able to fulfill the following responsibilities:
- Be a subject matter expert for Retention Customer Service Agents in real time
- Provide side by side coaching and real-time assistance with retention agents via Slack and/or Google Meet
- Share best practices when it comes to product features, policy, and operational processes
Position Requirements Include:
- 1 to 2 years of retention or customer success experience in a Call Center
- 1 to 2 years of B2B or DTC service/support experience in a call center or remote environment
- Comfortable with key sales and service metrics
- Ability to speak to the importance of things like SLA, AHT, CSAT, ACW, AOV
- Great interpersonal skills
- Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution
