Job description
JOB SUMMARY:
As an Endurance Retention Manager, you will oversee the day-to-day activities and performance management of in-house retention teams supporting customer retention efforts. The position is responsible for the implementation and management of initiatives designed to meet or exceed the customer, unit, and revenue retention goals. Monitoring and ongoing evaluation of agent performance, competitive offers, retention offer usage, agent systems, and performance reporting to ensure a positive customer experience and acceptable retention performance.
As an Endurance Retention Manager, you will oversee the day-to-day activities and performance management of in-house retention teams supporting customer retention efforts. The position is responsible for the implementation and management of initiatives designed to meet or exceed the customer, unit, and revenue retention goals. Monitoring and ongoing evaluation of agent performance, competitive offers, retention offer usage, agent systems, and performance reporting to ensure a positive customer experience and acceptable retention performance.
RESPONSIBILITIES:
- Provide day-to-day oversight for Retention efforts, including management of a team of between 20-40 retention agents. This includes day-to-day accountability, oversight, and management of rep productivity, call quality, retention performance, and employee issues for all assigned team members.
- With senior management, establish performance goals, in accordance with Company goals, for the Retention Department employees and monitor performance on a continual basis.
- Direct Management of in-house Retention team. Implementation and ongoing management of customer retention strategies, performance metrics, compensation, and incentives.
- Collaborate with retention teams to identify new, and modify existing tactics to improve customer retention performance.
- Help identify and implement best practices to achieve and/or surpass customer relationship retention and growth goals.
- Manage operations through statistical analysis of call center statistics. Apply associated Save and Sales tactics required to maintain and grow the customer base.
- Conduct business and/or employee reviews using CRM programs.
- Collaborate horizontally and vertically across the organization to develop tactical and strategic initiatives.
- Provide training and development by applying the Endurance Retention Certification program to new hires as well as existing team members.
REQUIREMENTS:
- Five or more years of demonstrated success in sales, retention and customer service leadership in a telecommunications environment.
- Strong working knowledge of call center management.
- Demonstrated ability to organize, delegate, and schedule workload effectively. Must be a team player with excellent supervisory skills and the ability to train personnel in a virtual call center environment.
- Strong PC skills with proficiency in Word and Excel applications.
- Demonstrated self-motivation, sound judgment, problem-solving and analytical skills. Performs effectively and independently in a multi-tasking environment.
- Excellent communication skills, both internally and externally, with the ability to effectively present information in one-on-one and group situations.
Equal Employment Opportunity
Endurance Warranty Services is proud to be an equal-opportunity employer. We celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Our differences are what make us better together.
About Endurance
Endurance Warranty has been honored with multiple Stevie Awards for being a great place to work, and we’re growing rapidly. We’re a fast-paced company offering limitless opportunities to grow your career. Thanks to our dedicated employees, we provide best-in-class auto repair coverage to customers across the country, protecting people from unexpected and costly breakdowns for almost 15 years. At Endurance, we embrace the entrepreneurial spirit, and you’ll play a role in shaping this dynamic industry. We offer great pay, amazing benefits, and learning and growing opportunities.
When you work for Endurance, you’re working for a company that cares about you and your future. We empower employees to lead, drive change and give back where they work and live. Our people are our greatest strength, and we’re proud to work as a diverse team to serve our customers and our community.
Therefore, we’ve been honored as a top place to work, including multiple StevieⓇ Awards for the best workplace and great employer. For the last several years, Endurance has also earned a spot-on Selling Power’s “50 Best Companies to Sell For” and consistently makes industry lists from Crain’s and Inc. magazine for our continuous and significant growth. Experts in the industry recognize that our employees care as well—Consumer Affairs highly recommends Endurance, and our customers highly rate us on Google, Trustpilot, Better Business Bureau and other major online review sites.
Come accelerate your career with us. We’ll give you the tools you need to succeed at work and the flexibility to enjoy life outside of your job
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