Internal Title: Customer Excellence Lead
Salary: Based on Experience + Incentives + Vacation + Benefits
Location: Richmond Hill ON, Remote
Length: Full-time, Permanent
About Us:
WellnessLiving is one of the fastest growing software companies in North America, with over 10.1 million users worldwide! Thousands of business owners in the fitness, wellness, yoga, music, dance, and martial arts industry love our platform as it helps grow their business through dynamic and innovative features. We are passionate about providing entrepreneurs optimal solutions to help them run their business with ease.
Known as the software company with a heart, we are extremely customer focused. Our clients are our number one priority and we do all we can to make sure their business needs are being fulfilled. With a growing community of clients and offices in North America, Ukraine, and the Philippines, our mission is to be the all-in-one software solution that propels businesses forward!
About You:
We are seeking like-minded candidates who can help us take our customer service experience to the next level! We are looking for someone who is passionate about customer service, has experience in customer retention, and can effectively communicate with customers to understand their needs and efficiently offer solutions.
Responsibilities:
Customer Excellence Leads will receive a high volume of incoming customer calls and email queries in this hybrid role encompassing handling customer cancellations, performing root analysis of cancellations, and customer relationships management.
Customer Cancellations/Retention:
- Handling customer cancellation requests, processing cancellations, and avoiding customer churn where possible
- Maintaining customer satisfaction and customer retention by effectively overturning issues and/or complaints
- Consult with customers to understand their unique business needs, curate unique solutions, and provide relevant product offers that deepen customer engagement
- Negotiating with customers during contract renewal with the goal of retaining business
- Strategically articulate the value of products and services to customers to promote customer satisfaction, engagement, and retention
- Provide value and measurable results to customers to solidify customer relationships and retention
Analysis:
- Performing root analysis of cancellation requests, including churn rates, reasonings, customer lifespans, etc.
- Gathering and analyzing customer feedback and producing baseline data for improvement and retention initiatives
- Implementing and tracking improvement and retention initiatives and strategies
- Identifying high-risk and high value customers for proactive initiatives
Customer Relationship Management:
- Providing outstanding customer service with each customer interaction and building strong relationships with customers by handling inquiries with professionalism and speed
- Collaborating with the customer success team to find the best solutions for customers
- Flagging customers who demonstrate problematic or negative behavior appropriately
- Based on specific customer criteria, create touch points with customers via phone and email to improve and solidify relationships
- Work with internal stakeholders to ensure optimal customer outreach and timing
- Maintaining a high level of confidentiality where applicable
- Data entry and record keeping as required on customer accounts and CRM
Qualifications:
- Minimum 4 years of experience working in a call center environment or similar environment
- At least 2 years of experience with Customer Retention
- Proven success in a fast-paced customer-focused environment
- A passion for building customer loyalty by taking a consultative approach to relationship building
- Possess a solution-oriented approach to problem solving
- Highly organized and detail-oriented
- Ability to demonstrate skills in communicating, selling, and negotiating
- Active listener, with the ability to quickly decipher customer needs and offer sound solutions, encouraging customer retention and ensuring customer satisfaction
- Ability to build rapport with customers
- Excellent verbal and written communication skills
- Ability to quickly leverage tools and technology such as Microsoft Office Suite, Zoho CRM, and Jira
- Post-secondary degree in Business Administration is preferred
- Additional certifications relating to client resolution tactics, SaaS, or industry-related certifications will be considered assets
- Prior experience in SaaS industry is a plus
Benefits:
- Extended health care
- Vision care
- Vacation & paid time off
- Life insurance
- EAP
- Work from home opportunities
- Company events & social hours
- Dental care
- Casual dress
- On-site parking
- Discounted/free food
Please note that those who meet the qualifications for the position will be contacted directly.
We appreciate you taking the time and look forward to reviewing your application.
WellnessLiving is an equal-opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate’s qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible! We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees.