at KwiKom Communications in Iola, Kansas, United States

Job Description

KWIKOM Communications is seeking a motivated and customer-focused Sales Retention and Support Representative to join our team. In this role, you will play a key part in maintaining customer satisfaction and loyalty by addressing concerns, reducing cancellations, and ensuring timely service delivery. Your ability to engage with customers, understand their needs, and provide effective solutions will help foster strong, long-term relationships.

Key Responsibilities:

• Customer Retention: Engage proactively with customers to identify the reasons for cancellations, address issues, and implement solutions to retain their business.
• Appointment Management: Reschedule missed appointments and coordinate timely service delivery to enhance the customer experience.
• Issue Resolution: Troubleshoot customer concerns with professionalism, providing accurate information and clear solutions to ensure customer satisfaction.
• Performance Goals: Consistently meet or exceed key performance metrics related to retention rates, response times, and issue resolution.
• Multitasking: Efficiently manage multiple customer interactions while maintaining attention to detail and delivering high-quality service.
• Customer Communication: Respond to inquiries and concerns across various channels (phone, email, chat) with a focus on delivering exceptional customer experiences.
• Collaboration: Work closely with internal teams, including sales and support departments, to ensure effective communication and seamless service.
• Data Accuracy: Accurately document customer interactions, outcomes, and follow-up activities in CRM and internal systems.
• Adaptability: Maintain schedule flexibility, including availability for evenings and weekends, to meet customer needs.