Customer Service Representative, Retention

Role Summary:

At ZipRecruiter, we're committed to helping our customers achieve success in their recruitment efforts! We've purposefully transitioned to a Customer Success vs Customer Support focus. Any veteran support rep will attest to the added value reactive support can have on the success of the customer experience. We've taken that a step further by creating this specialized role wherein we focus on the retention of our customers by addressing any and all concerns and working alongside the customer to solve them. The Customer Success Specialist within the Retention team will identify the core reason for cancellation and propose appropriate solutions to retain their business.

What you'll be doing:

• Expertly navigate back-end system.
• Meet or exceed performance goals including productivity and quality of activities.
• Be a daily key contributor to team Retention Goal.
• Minimize revenue lost for cancelled accounts.
• Abide by Department Policies and Procedures.
• Handle and process all cancellation requests via phone and email.
• Identify areas of opportunity for optimizing results and improving customer satisfaction.
• Develop strategies to resolve issues and retain customers.
• Properly transfer calls to appropriate teams within department as well as other departments.
• Promote ZipRecruiter site features and benefits (ZipHire, TrafficBoost, etc).

What we're looking for:

• 2-5 years of experience in Customer Service, Client Support, Customer Success, Account Management or Sales.
• Detail-oriented, organized and a master of time management.
• Excellent communication - written and verbal.
• Enthusiastic, optimistic & a team player.
• Coachable. Listens to and implements advice from manager.
• Experience working with driven, urgent customers.
• Prior B2B experience preferred.
• Ability to turn an upset customer into a loyal, satisfied customer.
• Working knowledge of MS Office Suite (Word, Excel, Outlook, and PPT).
• Easily builds rapport and establishes relationships with customers and colleagues.
• Listens patiently. Will probe and clarify to get necessary details from customers.
• Resourceful. Goes over, under, around and through obstacles to achieve success.
• Flexible work schedule required.

ZipRecruiter is an equal opportunity employer (M/F/D/V). All applicants must be authorized to work in the U.S. This organization uses E-Verify.

Category: Customer Service

Company Description

ZipRecruiter is the fastest growing employment marketplace. We have helped over 1 million businesses and 100 million job seekers find their next perfect match through partnerships with the best job boards on the web, curated email alerts, award-winning mobile apps, and the world’s best search algorithm for jobs.

Work location: Tempe, AZ