Renewal Specialist

Renewal Specialist 

JOB SUMMARY: 

Our collaborative and dynamic Customer Success group is responsible for working with existing customers and helping provide solutions, while driving engagement and retention. You will playan integral role within our Customer Success team and will be responsible for supporting all customersuccess initiatives. In this role, you will work to support a queue of specific client questions and scenarios. You will communicate via phone and email and your goal will be to identify the issue/question, research solutions, and provide direct feedbackto customers of resolution. You will be working with all levels of our customers, to solve issues in a timelyand professional manner. If you enjoy working in an environment where you will develop strongrelationships and maximize customer satisfaction – then we may be the place for you! 

ESSENTIAL RESPONSIBILITIES AND DUTIES: 

• Customer Centric – A passion for customers and a desire to deliver an experience that is personalized to each customer’s needs. Demonstrates empathy for the customer and seeks to understand their issuesor questions and quickly reaches a solution.

• Attention to Detail – Delivers a quality customer experience through active listening to quickly identify the issue and resolve.

• Critical Thinker – Processing and organizing facts, data, and other information to identify a problem anddevelop effective solutions for our customers.

• Excellent Communication Skills (Written & Verbal) – Good interpersonal communication and customer service skills are needed to work successfully with customers, and cross functional teams to support ourcustomers. 

• Customer Retention – Analyze customer behavior, gather information about customer concerns, and build positive relations with customers and business associates. 

WHAT DO YOU NEED: 

• Uses effective communication to demonstrate a caring and empathetic attitude

• Strong listening and negotiating skills

• Excellent problem-solving and analytical skills

• Excellent written/verbal communication skills

• Strong focus on customer satisfaction

• Ability to successfully manage/execute multiple projects simultaneously

• Ability to tackle issues with a sense of urgency while maintaining professionalism and accuracy

• Sense of energy, pride and ownership in your performance

• Meet quality assurance requirements and other key performance metrics. 

• Real Estate industry experience preferred

• Salesforce CRM familiarity

• Proficient with Microsoft Office Suite or related software 

QUALIFICATIONS: 

• EXPERIENCE: 2-3 years of experience in Customer Support is preferred