About Company
Sky Group is a leading media and telecommunications company, one of Europe’s largest, serving millions of customers across several countries. We are at the forefront of innovation, delivering world-class entertainment, broadband, and mobile services. Our mission is to connect customers to the content and services they love, making their lives easier and more entertaining. At Sky, we believe in putting our customers first and fostering a culture of excellence, integrity, and innovation. We are committed to creating an inclusive environment where our diverse employees can thrive and contribute to our shared success. While primarily operating across Europe, our global outlook drives our standards for customer service and operational excellence, inspiring us to build teams dedicated to delivering an unparalleled customer experience.
Job Description
Are you passionate about building lasting relationships and ensuring customer satisfaction? Do you thrive in a dynamic environment where you can make a real difference? Sky Group is seeking an exceptional Customer Retention Specialist to join our dedicated team in South Side, Des Moines. In this pivotal role, you will be the voice of Sky, engaging with our valued customers to understand their needs, address concerns, and ultimately, reinforce their decision to stay with us. This isn’t just about problem-solving; it’s about active listening, empathy, and strategically offering solutions that align with both the customer’s desires and our extensive service offerings.
Our ideal candidate possesses a natural ability to connect with people, a strong persuasive instinct, and an unwavering commitment to delivering outstanding customer service. You will be responsible for handling inbound and outbound interactions, identifying the root causes of potential churn, and presenting compelling reasons for customers to continue their journey with Sky. This involves a deep understanding of our product portfolio – from cutting-edge entertainment packages to reliable broadband and innovative mobile services – and the ability to articulate their value effectively. We are looking for someone who can turn a challenging conversation into an opportunity, building loyalty and trust with every interaction. If you’re ready to champion our customers and contribute to our continued success, we invite you to apply.
This role offers a unique opportunity to directly impact customer loyalty and contribute to the company’s strategic goals. You will be instrumental in maintaining a positive brand image and ensuring our customers feel heard, valued, and understood. We provide comprehensive training and ongoing support to ensure you have all the tools necessary to excel. Join a team where your contributions are recognized and your professional growth is encouraged. Be a key player in fostering strong, long-term relationships that drive our business forward, all while upholding Sky’s reputation for excellence.
Key Responsibilities
- Engage with customers via phone calls to understand their reasons for considering cancellation and address their concerns.
- Proactively identify customer needs and pain points, offering tailored solutions and product upgrades to enhance their experience.
- Negotiate and present compelling arguments to retain customers, highlighting the value and benefits of Sky's services.
- Maintain a high level of product knowledge across Sky's entertainment, broadband, and mobile offerings.
- Accurately document all customer interactions and resolutions in the CRM system.
- Meet or exceed individual and team retention targets and service quality metrics.
- Provide constructive feedback to management regarding common customer issues and potential service improvements.
- Handle sensitive customer information with confidentiality and professionalism.
- Collaborate with other departments to ensure a seamless customer experience and resolve complex issues efficiently.
Required Skills
- Proven experience in a customer service or sales role, preferably with a focus on retention.
- Exceptional verbal communication and active listening skills.
- Strong negotiation and persuasion abilities with a customer-centric approach.
- Excellent problem-solving skills and the ability to think quickly under pressure.
- High level of empathy and emotional intelligence.
- Proficiency in using CRM software and other customer service tools.
- Ability to work effectively in a fast-paced, target-driven environment.
- Solid organizational skills and attention to detail.
Preferred Qualifications
- Bachelor's degree in Business, Communications, or a related field.
- Previous experience in the telecommunications or media industry.
- Experience with complex product offerings and service bundles.
- Demonstrated ability to de-escalate difficult customer situations.
Perks & Benefits
- Competitive salary with performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off and company-paid holidays.
- Opportunities for professional development and career advancement.
- Employee discounts on Sky products and services (where applicable/available).
- A supportive and collaborative team environment.
- Modern office facilities with comfortable workspaces.
- Access to a variety of employee wellness programs.
How to Apply
To apply for this exciting opportunity, please click on the application link below. We encourage all qualified candidates who meet the requirements to submit their application as soon as possible. Please ensure your resume highlights your customer retention and service experience.