Customer Retention Specialist
In order to be considered for this role, you must have established residence in one of the states that we employ in: AL, AZ, CO, FL, GA, IL, IN, NC, OH, SC, TN, TX, VA, WI, WV.
The Member Relationship (Retention) Specialist will maximize every opportunity to re-establish exceptional customer service and advise members on the benefits of the program while empathizing with the feedback they provide on their experiences. The Member Relationship Specialist will educate the member on all the services available to address their specific situation to establish a best practice for the recovery and retention of the membership. Member Relationship Specialists will be empowered to negotiate portions of the member agreement within department parameters.
Essential Job Duties & Responsibilities
Build quick rapport with existing members using assertiveness and confidence to educate them on the value of remaining a member and understand the “why” of our vision and mission
Assess the member’s need by asking probing questions, addressing issues, building rapport, and negotiating to achieve a mutually beneficial resolution
Consistently improve retention efforts and achieve monthly retention rates
Professionally manage difficult or emotional member situations, respond promptly to member needs and requests for service
Apply sales methodologies and problem-solving strategies to best position CCM products and services while providing long-term, individualized solutions to members
Develop and maintain an expert knowledge of all Christian Care Ministry Guidelines, offerings, and provisions of Medi-Share and any other programs
Participate in specialized training with regard to membership retention
Work independently and within a team routinely, as well as on special projects
Essential Skills & Abilities
Ability to use the internet including e-mail and search engines
Skills in keyboarding with at least 25 words per minute
Ability to use a database system including how to update fields
Basic knowledge of Microsoft Office (Excel, Word and Outlook)
Knowledge of document-imaging system
Core Competencies/Demonstrable Behaviors
Collaborates – builds partnerships and works collaboratively with others to meet objectives. This role requires a high level of internal customer interaction to meet objectives
Manages Conflict – handles conflict situations effectively. This role requires to patiently and with humility accept that not every customer will appreciate our benefit programs and treat every customer with grace and respect
Interpersonal Savvy – relates openly and comfortably with a diverse group of people. Must be able to communicate effectively and build engagement across all audiences
Drives Results – consistently achieves results, even under tough circumstances and tight deadlines.
Situational Adaptability – adapting approach and demeanor in real time to match the shifting demands of different situations
Courage – ability to have tough conversations and deliver accurate advice and decisions regardless of risk or potential criticism
Education and/or Experience
High school diploma or GED required
2 years prior customer service experience preferred
Background in retention preferred
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Please complete form at https://boards.greenhouse.io/christiancareministry to apply for this job directly - mention CFEC.org job posting.