We are looking for results-driven Field Retention Agents to join our frontline team. In this role, you won't just be saving accounts; you will be restoring relationships. You will proactively engage with dormant or suspended customers, address their concerns, and implement strategic win-back solutions to strengthen long-term loyalty.
Key Responsibilities
- Active Re-engagement: Visit inactive or terminated customers in person to resolve past issues and convert them back into active, paying subscribers.
- Relationship Management: Act as a brand ambassador, conducting follow-ups to reinforce the value of our services and identify underlying "pain points" leading to churn.
- Strategic Retention: Implement targeted campaigns, including personalized offers and loyalty programs, to encourage immediate reactivation.
- Issue Resolution: Provide on-the-spot solutions or coordinate with technical and support teams to fix service-related barriers to adoption.
- Equipment Management: Coordinate the professional collection of company equipment from customers who have definitively exited the service.
- Reporting: Track all field interactions and provide insights to management on churn drivers and territory-specific trends.
How Success is Measured
- Total volume of successfully reactivated customers (Win-back rate).
- Monthly churn reduction within your assigned territory.
- Customer satisfaction scores following field interactions.
- Improvement in Customer Lifetime Value (CLV).
Requirements
- Education: Diploma or Degree in Business, Marketing, Communications, or a related field.
- Experience: 2+ years of proven success in Field Sales, Customer Service, or Field Operations.
- Negotiation: Exceptional interpersonal skills with the ability to turn a "no" into a "yes."
- Analytical Mindset: Ability to identify patterns in customer behavior and churn data.
- Resilience: A problem-solving attitude with the stamina for consistent field travel and face-to-face engagement.