Subcontractor Retention Specialist Construction Software Technologies
THIS JOB HAS EXPIRED Position Purpose:
This position is responsible for managing and executing specific tasks and processes associated with providing customers
with a good experience, from onboarding to supporting legacy customers.
The primary goal is to work closely with the entire Retention team to insure that every customer is deriving the value they
expect from iSqFt, so they ultimately renew their subscription. This is accomplished through analysis, creative problem
solving, updating customer profiles, customer discussions, reporting & recording actions taken and setting follow up tasks
Daily goals include ?doing whatever it takes? to support the customer experience and company?s subcontractor retention
objectives. Tasks can vary daily, based on company and team priorities.
Essential Duties & Responsibilities:
The Retention Specialist works closely with the entire Subcontractor Retention team to audit and update customer
profiles, analyze usage data and make recommendations to assure the customer is gaining the most value from their
iSqFt subscription. As needed, conducts outbound calls to customers to discuss identified issues and reach resolution,
&/or offer product or promotional information. If needed, conduct limited training to help the customer increase their
comfort with a particular feature on the site. Records appropriate information in Salesforce and sets needed follow up
tasks to support the customer and team.
This position is integral to the customer experience, specifically the onboarding process. In this role, you work with both
new and legacy customers.
There are two primary areas that will make up the bulk of the daily activities: (1) executing tasks associated with
established department processes and/ or (2) project work driven by team priorities.
Daily activities include:
? Executing tasks within the RAP (renewal audit process): from running reports, analysis, documenting and/or
correcting identified issues, setting tasks for Acct Managers for follow up, to contacting customers to seek and
implement solutions, and recording outcomes in Salesforce.
? Executing tasks within the HARP (hardlink audit and retrofit process): includes running reports, analysis,
identifying, documenting and/or executing a solution, plus recording outcomes in Salesforce.
? Assist with customer retention calls, team phone queue support, user set up (profile validation, customer
registration), spot training, email communications, special projects, and team backups as needed.
? Provide weekly progress reports to manager, retention team as needed.
Essential Knowledge, Skills & Abilities:
? Excellent verbal and written communication skills
? Strong customer service/relations/ account management skills
? Proficient with Microsoft office, iSqFt applications and Salesforce
? Attention to detail and solid organizational skills
? Energetic, enthusiastic, and "can do" person; team player a must
? Excellent multi-tasking skills, high degree of flexibility, strong work ethic
? Analytical and Creative Thinking
? Engaging personality, yet professional demeanor with customers
? College Degree Preferred? 2+ years in customer service, training or account management environment, Required
? Proficient with Microsoft excel and word
? Salesforce Knowledge, Preferred
Physical Demands & Work Environment
? Sits at desk for prolonged periods of time
? Ability to work with computer tools, applications/software and phones and strong keyboarding skills
? Uses headset
? Minimum 50 calls per day, as needed
? Not distracted by multiple conversations/phone calls going on near by
Reporting to this position:
||4500 Lake Forest Drive |
Cincinnati, OH 45242
THIS JOB HAS EXPIRED