Minimum Qualifications 

• Associate degree or equivalent work experience  

• 2-3 years of retention experience 

• Medella system and rforce(salesforce) experience 

• Must be able to maintain professionalism and respectful demeanor with customers.   

• Must be fluent with Microsoft Excel/Outlook 

• Organizational skills, follow up, and attention to detail. 

• Flexible and resilient to adapt to multiple demands, shifting priorities, and changing business conditions 

Knowledge, Skills, and Abilities  

• Excellent customer relations, empathetic & personable skills  

• Exceptional communication skills of listening and speaking for handling customer conflicts  

• Knowledgeable with tactful and diplomatic approach to tasks at hand  

• Must be able to organize & prioritize  

• Ability to adapt well and accept feedback in a changing environment 

• Must be comfortable in technology driven environment 

• Ability to accurately document customer interactions, feedback, and resolutions in the CRM system for future reference and analysis. 

• Focus on achieving retention targets, reducing customer churn, and contributing to overall business growth. 

• Ability to work independently 

Essential Functions 

• Call customers post installation to gauge customer satisfaction  

• Partner with our sales staff to serve as point of contact for customers  

• Works well in call center environment  

• Build rapport with customers by maintaining constant contact via phone, email, or text  

• Drive the highest standards of ethical behavior by providing accurate information throughout the customer experience  

• Multi-task effectively in a high-volume environment while maintaining a positive attitude 

• Deliver high levels of empathy and trust to customers 

• Provide clear and consistent communication and present WOW factor with each customer 

• Responsible for other tasks requested by leadership 

• Other job duties as assigned 

Physical Demands 

• Sitting for Extended Periods  

• Computer Use  

• Meetings and Collaboration 

• Communication 

• Occasional Travel 

Work Environment  

• Desk Work: Extended periods of time spent working at a desk, using a computer, and engaging in customer communication via phone or email. 

• Computer Use: Regular use of computers and office equipment for tasks such as data entry, record keeping, and CRM system navigation. 

• Phone Communication: Engaging in phone communication with customers to address their concerns, discuss retention strategies, and provide assistance. 

• Document Handling: Handling and reviewing customer-related documents and information, often in digital formats. 

• Data Entry: Entering and updating customer information in the CRM system and other databases. 

• Meetings and Discussions: Participation in meetings, discussions, and collaboration with team members, managers, and potentially other departments.