Specialist Retention at Everon

Company Overview

At Everon, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of Everon, you’ll have the opportunity to be a part of that difference every day. With more than 100 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.everonsolutions.com or follow us on LinkedIn.

Position Summary

The Commercial Retention Specialist is responsible for retaining existing commercial customers by resolving outstanding issues and re-establishing value as an Everon customer. 

IMPORTANT: This is an on-site position, reporting daily to either location:

• 4221 W John Carpenter Freeway, Irving, TX
• 800 E Waterman Street, Wichita, KS
  
  

Position Responsibilities

• Answer incoming commercial customer cancel phone calls and emails 
• De-escalate and resolve escalated customer issues by applying empathy, listening, and probing to get to the root cause of customer concern in efforts to retain commercial customers.
• Communicate and partner with branch offices to resolve account issues and successfully reduce escalations and customer attrition.
• Maintain a professional, calm, and pleasant voice image at all times when communicating with customers. 
• Must possess good decision-making skills, be very organized and detail oriented. 
• Interpret and decipher contract terms in effort to renegotiate commercial customer contracts utilizing SOA and sound business decisions. 
• Provide accurate and timely follow through on all customer inquiries or correspondence requiring research.
• Provide advanced support for immediate resolutions regarding billing, account review, account updates, and adjustments.
• Efficiently and accurately enter and maintain all customer account data and activity in appropriate systems.
• Ensure pending actions are worked accurately and efficiently with timely follow up with customers. 
• Write correspondence to customers as necessary.
• Maintain schedule adherence for shift start, breaks, and lunches.
• Special projects as determined by management.
  
  

Benefits

• Medical, Dental and vision insurance
• Paid Time Off
• 401(k) plan with company matching contribution
• Supplemental Voluntary Benefits
• Tuition Reimbursement
• Employee Referral Program
  
  

Qualifications - External

Education and Experience:

• High School Diploma or General Education Degree (GED)
• 3 years of customer service experience to include 1-2 years of retention/soft collections/sales experience and 1 year of alarm industry or call center experience. 
• Knowledge of and a proficiency in using a computer and Microsoft Office applications (Word, Excel, Access, Outlook), and web browser
• Ability to read and interpret applicable documents, materials, policies, procedures, etc. as presented in English