Customer Service Retention Manager

About TrueCredit:
Since 1995, TrueCredit, a TransUnion company, located in San Luis Obispo, California, has been a leading provider of credit management services. TrueCredit is a dynamic company that works hard to remain at the forefront of technology and security in the consumer credit industry. We’re looking for talented, motivated people who are excited to work in a friendly, high-energy environment, utilizing cutting edge technology, on products that make a difference in the lives of millions of consumers. www.TrueCredit.com

About San Luis Obispo County
San Luis Obispo is located on the Central Coast of California, 8 miles from the beaches and surrounded by rolling hills. The area offers unbeatable weather and a friendly environment in which to live and work. If you enjoy the outdoor, cultural or family activities, you’ll find it here. Home to Cal Poly University, beaches and wineries, there’s something for everyone. Consider making a move to this beautiful area!

TrueCredit is seeking a Customer Service Retention Manager to join our team in San Luis Obispo, CA.

Responsibilities:
Provide leadership and continual direction to multiple project teams in order to ensure a successful customer retention strategy.
Maintain direct interaction and partnership with our primary service centers to improve customer retention performance and save rates.
Assist in profiling Customer Retention Associates, including establishing performance goals, providing career development, and supporting team and individual employee development.
Develop successful proactive solutions to support canceling customers and to come up with ways to turn them into satisfied customers.
Promote retention strategies while fostering a competitive environment that enriches the customer experience.
Partner with management and outlying groups to promote retention efforts, increase competition awareness, overcome objections, and bridge gaps of opportunities to increase service results.
Provide coaching and feedback on employee performance that insures consistency and a high level of customer service.
Analyze and actively manage quantitative and qualitative performance metrics and communicate information to management and staff in order to promote service excellence and individual personal growth.
REQUIREMENTS
Bachelor's degree in Business or a related discipline
3-5 years experience in a call center leadership role, primarily focused on sales and retention.
Excellent leadership, motivation and communication skills required.
Effective at using innovative approaches to better serve the customer and improve processes.
Flexibility and adaptability to fast-paced dynamic environment
Track record in analytics, measurement, and improvement
Excellent time management, communications, decision-making, presentation and organization skills.

Other information:
Salary will be determined based on experience and education.
Relocation assistance available.
To be considered for employment, you must be able to pass a credit and criminal background check.

How to apply:
TrueCredit, with the backing of TransUnion, offers a competitive salary, comprehensive benefits, extensive training opportunities and an environment that promotes growth.
For immediate consideration, click on the "Apply now" button. TrueCredit and TransUnion value the advantages gained from a diverse workforce, EOE AA/M/F/D/