Retention Officer

Role Summary

The Retention Officer is responsible for strengthening customer relationships and minimizing churn by delivering an exceptional customer experience and executing effective retention strategies.

Key Responsibilities

Oversee the daily end-to-end retention workflow, ensuring prompt follow-ups and timely resolutions.

Manage both inbound and outbound retention interactions; assess customer needs and offer suitable solutions.

Build trust through clear, proactive communication and provide accurate information using approved tools and procedures.

Achieve individual and team performance goals.

Address customer complaints, resolve issues efficiently, and escalate concerns when required.

Keep precise records, update customer accounts, and maintain complete and accurate documentation.

Serve as the primary contact for Sales and Third-Party partners regarding retention and win-back leads.

Assist with onboarding of referred and win-back applications.

Verify and validate electricity and gas applications, resolve inconsistencies, and ensure compliance (including conducting voice verifications).

Respond to retention opportunities across various channels, recommend appropriate products, and manage objections effectively.

Develop strong product expertise to match customer needs accurately.

Collaborate with internal teams and external partners to support retention initiatives.

Adhere to all communication standards, procedures, and policies.

Meet customer satisfaction goals, resolution targets, and First Call Resolution metrics.

Perform required tasks in Orion and handle administrative or ad hoc duties as needed.

Qualifications

At least two years of completed college education.

Prior experience in customer retention is preferred.

Experience in the electricity or gas industry is an advantage but not mandatory.