Client Retention Agent-Amber Solutions

The Customer Retention Agent is responsible for executing all activities related to the renewal and retention of customers and their subscriptions. This incumbent ensures that all activities are in line with established guidelines and practices for customer retention.

Amber Solutions,  an entity that manages and supports GPS motor vehicle tracking devices and is a member of the Stewart's Automotive Group, is seeking a qualified and experienced individual to fill the position of :

             Customer Retention Agent

Job Summary: The Customer Retention Agent is responsible for executing all activities related to the renewal and retention of customers and their subscriptions. This role ensures that all activities are in line with established guidelines and practices for customer retention. The incumbent will spearhead initiatives to consistently grow and retain the subscriber base for Amber Solutions.

Primary Responsibilities of the role:

1. Renewal Process Management:
• Engage with customers before, during, and after the expiration of their service to manage renewals.
• Ensure all renewals are executed timely, following established guidelines and practices, using all available channels (phone, email, texts, etc.).
2. B2B Customer Renewals:
• Execute the renewals of all B2B customers promptly to ensure uninterrupted service.
3. Retention Initiatives:
• Develop and execute strategies with the Operations Manager and team to maintain and improve customer retention through marketing and sales initiatives using all available channels.
4. Tracking and Reporting:
• Track the renewal process and results, providing weekly, monthly, and adhoc reports on renewals, renewal rates, and lost customers for all segments as requested.
5. Issue Resolution:
• Identify and rectify incomplete and incorrect renewals and associated services to the customers.
6. Billing and Collection:
• Ensure timely billing and collection of renewal fees daily.
7. Customer Satisfaction:
• Contact customers when necessary to verify service satisfaction and update demographic information at appropriate intervals.
8. System Improvement:
• Assist in improving existing systems to better manage and deliver the renewal process.
9. Liaison Role:
• Work with internal and external partners, system providers, and payment providers to ensure current, functional, and appropriate renewal processes and payments.
10. Team Collaboration:
• Collaborate with relevant team members to resolve issues impacting renewals and ensure proper service delivery and customer satisfaction.
11. Support Role:
• Provide support for sales/renewals related tasks, events, and initiatives as necessary.

Qualifications, Experience and Competencies:

• Minimum of 5 CXC (inclusive of English and Mathematics) or equivalent.
• Minimum of 2 years of previous customer service experience.
• Excellent communication skills, both verbal and written.
• Strong problem-solving and critical-thinking abilities.
• Patience and empathy when dealing with customer concerns.
• Proficient in the use of Microsoft Office Suite (Excel, Word, PowerPoint). Working knowledge of CRM and financial software is an asset.
• Strong multitasking skills while maintaining attention to detail.