Retention Specialist, Inside Sales (Open Search) at Dodge Data & Analytics

About Dodge Data & Analytics:

Dodge Data & Analytics is North America’s leading provider of construction project information and analytics. Building Product Manufacturers, Architects, Engineers, Contractors, and firms that support them, leverage Dodge to identify and pursue unseen growth opportunities and execute on those opportunities through industry-wide workflow solutions supported by Dodge. We are industry experts and forward-looking partners to many of the nation’s construction and building product manufacturing leading companies. Whether it’s on a local, regional or national level, we allow our clients to better understand their markets, uncover and size hidden growth opportunities, and pursue those opportunities. We do this by providing construction project information, key insights into industry relationships and integrated workflow tools. As we look ahead, we’re leveraging our 100-year-old legacy to reinvent ourselves and help the industry meet the building challenges of the future. To learn more, visit www.construction.com.

Position Description

The Senior Retention Specialist solely responsible for improving and maintaining customer engagement and satisfaction for existing Dodge Data and Analytics clients by resolving complex customer issues and providing product support and training. The Senior Representative will be responsible for the complete life cycle of the customer from on-boarding new accounts, revising, renewing, retaining and restarting canceling and credit risk accounts.

Additionally, Senior Retention Specialists will be assigned selected accounts that are determined to require special attention to detail and will be required to complete strategic and deliberate contact points designed to build and improve the relationship between Dodge Data and Analytics and the customer.

Key Responsibilities

  • React quickly and effectively to uncover cancel reasons and overcome objections by reinforcing product features and value.
  • Proactively contact renewing contracts with a courtesy call and email to ensure continued customer satisfaction and account renewal.
  • Ensure all new accounts are trained and all customer expectations are fully met
  • Ensure that each customer is taking full advantage of the news and information available thru Dodge products. Promotes continued customer engagement
  • Proactively call on credit risk accounts. All customer interaction is required to follow PCI compliance guidelines.
  • Attain all KPI requirements designed to improve account retention and maintain. KPI would include contact rate, save, renewal and retention ratios
  • Accurately follow Standard Operating Procedures for all account interactions within standard CRM systems. Participate in all job, product and industry related training opportunities
  • Represent Dodge Data & Analytics professionally and accurately in all verbal and written customer interactions
  • Consistent attainment of individual goals thru retaining, renewing and revising accounts. Improve customer product engagement.

Requirements

  • Must have a drive to resolve customer issues and have experience in a customer service support environment.
  • Strong interpersonal skills and aptitude for customer service skills required.
  • Business to business communication skills
  • Proficiency in desktop software programs necessary to successfully execute job requirements (Word, Excel, PowerPoint, CRM,)
  • Must possess an aptitude for learning new software and job responsibilities.
  • Ability to self-monitor and continuously improve efforts.
  • Decision making and problem solving ability.
  • Organizational skills and ability to effectively multi-task.
  • Must be able to accurately assess the needs of customers in the interest of increasing customer retention.
  • Ability to analyze and evaluate customer feedback to recommend and develop strategies in conjunction with appropriate team members

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.