Retention Specialist – Aptive Environmental

About the job

Purpose
The primary purpose of this position is to oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. Responsible for assisting with the needs from the Loyalty Manager Team Lead.

Essential Job Functions Duties And Responsibilities Retention Specialist

• Design and manage communications strategy focused on attracting, developing and retaining customers.
• Define loyalty offer strategy in partnership with analytics and partner engagement teams to maximize ROI while staying within budget constraints.
• Lead ideation and conceptualization for program development and optimization, including process optimization.
• Manage the ongoing operations and fulfillment processes of the programs and marketing campaigns, managing the program budgets with responsibility for the program P&L’s and marketing ROI.
• Streamline and automate fulfillment processes for member enrollment, member benefits, promotion fulfillment, and program reporting working closely with cross-functional support teams (product, analytics, technology, and other marketing functions).
• Work with the analytics team to enhance predictive value of our customer acquisition models.

Required Knowledge, Skills and Abilities

Must possess the ability to make independent decisions, follow instructions, and accept constructive criticism. Must be able to speak, write and understand English in a manner that is sufficient for effective communication with others. Strong analytical and problem solving skills. Ability to handle sensitive information and maintain a high level of confidentiality . Proficient with windows-based computer systems, Microsoft Word, Excel, Google Docs, and ADP Payroll Systems. Ability to learn and work with proprietary software and exudes great organizational skills.

 

Education and Experience
Associates Degree or Prefer Bachelor’s Degree
Previous customer service or call-center related work

Sales Experience Preferred

Physical Requirements
All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Individuals who pose a direct threat or significant risk to the health and safety of themselves or others in the workplace will not be considered qualified for employment if physical requirements cannot be eliminated or reduced by reasonable accommodation.

Essential functions are carried out in a variety of positions including standing and sitting. To meet company needs, all positions require the ability to move freely.

Equipment and Tools
Equipment: Laptop and headset provided by company

Additional Information
All employees are expected to create an atmosphere of warmth, personal interest, and positive emphasis as well as a calm environment. Developing and maintaining a good working rapport with others is critical to the functioning of the company.

This position is expected to follow all company policies and procedures. These policies and procedures can be found in the employee handbook and with your manager.

Continuous Improvement
Our expectation is that all employees will have a continuous focus on improving themselves and the department. All employees are expected to attend, plan, conduct and schedule in-service training classes as appropriate to the position.

This job description is intended to convey information essential to understanding the scope of the position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time.