Retention Coordinator

CHATTANOOGA TIMES FREE PRESS   Chattanooga, TN   Full-time     Call Center / Customer Service
Posted on July 11, 2024

The Chattanooga Times Free Press is looking for an experienced Retention Coordinator for our Circulation  Department. This is a full-time position in the Circulation Department, reporting to the Support Services Manager.

Job Summary:

The Retention Coordinator focuses on achievement of goals relating to retention of subscribers by utilizing data management and effective communication to solve subscriber issues, improve subscriber engagement and maximize subscriber satisfaction. This is a Circulation Department position, reporting to the Audience Director.

Job duties and Responsibilities:

  • Executes Retention Outreach tasks, such as email, surface mail and text reminders to secure payment from subscribers in jeopardy of stopping their subscription
  • Interacts with customers via telephone, email, text messaging, or in person to provide support and information on an assigned product or service, as well as to assist with payment issues.
  • Ensures that appropriate actions are taken to resolve customer problems and concerns.
  • Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
  • Develops and maintains Key Performance Indicator reporting to track retention outreach success
  • Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
  • Performs other related duties as assigned.

Employment Status, Salary & Benefits:  Full-Time, Regular, Hourly / FLSA Status Non-Exempt / Excellent benefits. Applicants will be subject to a background and drug screening prior to hire.

Qualified applicants should email their interest with cover letter, via the Apply link below. No resume is required, but please include information explaining your interest with your current contact information (Name, Address and Cell Number). Thank You.

 

Additional job info:

Supervisory Responsibilities:

  • This position does not have any supervisory responsibilities.

Education and Experience:

  • High school diploma or equivalent.
  • Customer service experience required.
  • Some experience with the product or service to which the specialist will be assigned preferred.
  • Excellent communication skills including active listening.
  • Service-oriented and able to resolve customer grievances.
  • Proficient computer skills with the ability to learn new software.
  • Knowledge of, or ability to learn, product, service, or area of customer service specialization.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk, hear, sit at a desk and work on a computer for prolonged periods. The employee frequently is required to stand; walk; bend; use hands to finger, handle or feel; lift at minimum 15 lbs.; pushing/pulling 15 lbs. and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

NOTE: THE LIST OF ESSENTIAL FUNCTIONS FOR THIS POSITION IS NOT EXHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY.

Chattanooga Publishing Company/Chattanooga Times Free Press is an Equal Opportunity Employer.