Loyalty Specialist

About the Role

As a Customer Loyalty Specialist for the Loyalty Team, you will take inbound requests from customers requesting to cancel, identify key issues in customer satisfaction and develop solutions to retain the business. You will analyze quantitative and qualitative customer metrics to identify early indicators of possible cancellations and make outbound calls to proactively address customers issues. This is an individual contributor without any direct reports.

Your Area of Focus

Provide a positive image for Tebra by delivering outstanding customer support to our customers as it pertains to their Tebra product suite and services.

Identify solutions for customer issues and work closely with the customer to resolve them.

Work cross-functionally with other teams, including Account Management, Onboarding and Accounting, to ensure a positive and cohesive customer experience.

Help improve Tebra's product and processes by contributing to the development of the department's plans and the strategy using your unique insight into the challenges faced by our clients and acting on our customers’ behalf as their advocate.

Document detailed customer feedback regarding cancellation reasons and retention tactics in Salesforce.

Your Professional Qualifications

2+ years experience in customer service, support or a similar role.

A professional and friendly demeanor.

Keen problem solver with superb attention to detail.

Excellent verbal and written communication skills - you will persuade, present and problem solve throughout the day!

Self-learner who thrives in the opportunity to take initiative.

A passion for energetic and fast-paced environments.

Enjoy interfacing with customers and addressing their questions and concerns.

Familiarity with Salesforce, Slack and Google Suite.

A team player who is ready and willing to support the team and our customers.

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