Retention Specialist

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner.

There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams.

Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online.

We’re energized by new challenges and new possibilities-and we’re just getting started!

We are looking for someone responsible and engaging to assist with retaining Constant Contact customers. In this customer focused role, you will use your exceptional customer support and negotiation skills to demonstrate the value of Constant Contact’s products and retain current customers.

You will investigate problems, track reasons for cancellation requests, and take ownership of customers’ concerns to assist them in making the decision to stay.

This passion for the customer will help to ensure long-term customer satisfaction and engagement. In addition, this position will support the department by educating customers on products and services to enhance their online marketing strategy and to drive customer engagement and make our customers more successful!

What you'll do :

• Respond promptly to Retention inquiries via telephone, email, and cases.
• Handle inbound cancellation / downgrade calls from existing customers.
• Identify reasons for cancellation and overcome objections in an effort to retain customers.
• Carry out retention strategies to increase customer success / satisfaction and reduce overall churn.
• Identify customer vertical / industry, in order to tailor the conversation to be unique and specific to the customer’s industry and marketing needs.
• Utilize save offers appropriately and judiciously.
• Build and maintain relationships with customers and co-workers through effective communication and collaboration through a variety of communication channels.
• Special projects and tests as needed.

Who you are :

• Excellent organizational and time management skills.
• Ability to multitask, attention to detail.
• Solid math and problem solving skills, as well as understanding of financial principles.
• Must demonstrate superior verbal and written communication skills, problem solving skills and flexibility.
• Ability to maintain an excellent work ethic and display integrity in a professional environment.
• Must be able to work cross-functionally with other departments.
• Must possess superior customer focus while taking responsibility and accountability for actions that deliver measurable results.
• Must be able to work as a team member, adapting to a change as necessary.
• Strong customer service skills, with ability to express empathy and enthusiasm for a customer-focused experience.
• Outstanding verbal, written, and interpersonal skills.
• Strong ability to probe and correctly identify customer needs / concerns.
• Must have been in current role for a min. of 90 days
• Must inform your current manager in the event you are scheduled for an in-person interview
• Experience in a Finance and / or Retention setting a plus.

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location.

In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees$17 $20 USD

Why You’ll Love Us :

We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture.

We have programs in place that bring us together on important issues and provide educational opportunities for all employees.

Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent.

We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.

• You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.

Application Deadline : 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law.

If you require accessibility assistance applying for open positions, please contact .

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Notice to Recruiters and Staffing Agencies :

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team.

Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals.

Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact.

Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.