Retention Supervisor

ZipRecruiter•Phoenix, AZ

2d•$65,000•Hybrid

About The Position

At ZipRecruiter, we’re committed to helping our customers achieve success in their recruitment efforts! The Retention Supervisor is responsible for managing retention specialists, ensuring each assigned rep meets their performance goals, and providing weekly one-on-one coaching sessions to elicit top performance and support individual rep career growth opportunities.

Requirements

3-5 years of experience in Customer Service, Client Support, Customer Retention, Account Management or Sales
Excellent communication - written and verbal
Working Knowledge of G-Suite and Salesforce
Flexible work schedule required
Natural ability to build rapport and establish long-term, trust-based relationships with both customers and internal colleague
Patient and attentive listener with the ability to probe and clarify complex needs to gather essential details
Resourceful. Goes over, under, around, and through obstacles to achieve success
Ability to turn an upset customer into a loyal, satisfied customer
Enthusiastic, optimistic & a team player
Coachable. Listens to and implements advice from the manager
Experience working with driven, urgent customers
Detail-oriented, organized, and a master of time management

Nice To Haves

Prior B2B experience a plus

Responsibilities

Develop strategies to resolve issues and retain customers
Conduct regular coaching and training on a 1:1 as well as a team basis to assist employees in achieving goals
Review daily and long-term performance metrics for coaching opportunities
Manage team performance to ideal productivity, achieve team goals, and deliver a great customer experience
Knowledgeable of all processes, practices, and concepts related to other internal departments
Identify areas of opportunity for optimizing results and improving customer satisfaction
Work with upper management to identify, organize, and execute training regimens for new hires and ongoing training for all retention staff
Handle and process customer escalation calls
Ensure proper coverage for phone and chat queues
Manage, organize, and report team attendance, vacation, and department coverage
Setting clear expectations, reviewing progress, providing feedback and guidance, and holding people accountable.
Maintain high team morale and camaraderie