This role is 100% Onsite Role
New Gig Solutions has partnered with a dynamic tax firm dedicated to providing top-notch services and building long-lasting relationships with clients. The mission is to support clients through every stage of their financial journey with expert advice, effective solutions, and personalized service. They are seeking a skilled Client Retention Specialist to join the team, manage client relationships, and help drive our firm’s success through outstanding customer care.
Job Summary:
The Client Retention Specialist is responsible for managing escalated client cases, improving overall client satisfaction, and implementing strategies to retain clients who may be considering cancellation. In this role, you will act as the bridge between clients and internal teams to resolve issues, enhance the client experience, and develop retention programs. Additionally, you will lead, mentor, and support a team of retention specialists to ensure a high standard of service.
Key Responsibilities:
- Client Case Management: Manage and resolve escalated client cases involving dissatisfaction or complex issues to ensure positive outcomes and retention.
- Proactive Outreach: Proactively reach out to clients who have expressed dissatisfaction or are considering canceling services. Work to understand their concerns and offer tailored solutions to retain them.
- Retention Strategy Development: Develop and implement client retention strategies, including personalized communication plans, follow-up procedures, and feedback mechanisms to improve client loyalty.
- Issue Identification and Resolution: Identify recurring client issues and collaborate with internal teams to address and improve service quality and client satisfaction.
- Cross-Functional Collaboration: Work closely with sales, customer service, and resolution teams to provide a seamless and cohesive client experience.
- Staff Training and Development: Conduct training sessions for staff on client retention techniques, effective communication, and problem-solving skills to improve overall service quality.
- Team Leadership: Lead, mentor, and support a team of client retention specialists, ensuring they are equipped with the necessary skills and knowledge to manage escalated cases effectively and contribute to team goals.
Qualifications:
- Proven experience in a client retention, customer service, or similar role, preferably within the financial, tax, or professional services industry.
- Strong problem-solving skills and a solutions-oriented mindset, with a demonstrated ability to handle escalated client issues effectively.
- Excellent interpersonal and communication skills, with a client-focused approach.
- Ability to develop and implement strategies for improving client retention and satisfaction.
- Leadership experience with the ability to train, mentor, and motivate a team.
- Highly organized, with the ability to manage multiple tasks and prioritize effectively.
- Proficiency in CRM software and other client management tools.
- Bachelor’s degree in business, marketing, communications, or a related field preferred.
Preferred Qualifications:
- Experience working in a tax firm or similar professional services environment.
- Additional certifications or training in customer service, conflict resolution, or related areas.
- Bilingual skills are a plus.
Why Join Us?
- Competitive salary and comprehensive benefits package, including health, dental, and vision insurance, and paid time off.
- Professional growth opportunities and support for continuing education.
- Collaborative, team-oriented work environment with a commitment to providing exceptional client service.
- Opportunity to make a meaningful impact by enhancing client relationships and supporting the firm's long-term success.
If you are passionate about client satisfaction and possess strong leadership skills, we would love to hear from you!