Retention Manager - Keystone Advisors

We are looking for a dynamic retention manager to lead a small team to retain our core customer base and provide high levels of customer service to our clients and retention team. In this role, you will deal directly with clients and internal departments to improve client interactions and customer/client experience.  

To be successful as a leader, you should have a persuasive attitude, excellent customer relationship skills, and a passion for sales. Ultimately, to lead a top-class retention specialist and service team that can improve sales by creating lasting bonds with customers and clients. 

Key Responsibilities:

• Oversee the Retention and support departments, ensuring smooth day-to-day operations within a fast-paced call center environment.
• Develop and implement strategies to improve customer retention, enhance the customer experience, and meet service level agreements (SLAs).
• Lead and mentor team members across the departments, ensuring they meet performance goals and KPIs.
• Analyze customer data to identify trends, challenges, and opportunities for improvement, using insights to make data-driven decisions.
• Collaborate with other departments, including Tele-Sales, Marketing, Contracting, and Operations, to align goals and enhance overall customer experience.
• Monitor and evaluate team performance through regular reporting, coaching, and continuous feedback.
• Develop training programs and provide ongoing development opportunities for team members to ensure high levels of competency and engagement.
• Ensure compliance with company policies, procedures, and industry regulations.
• Handle escalated customer issues and ensure timely resolution to maintain customer satisfaction and loyalty.
• Respond and resolve, on the first call, customer service inquiries and issues. 
• Document and update customer records based on interactions. 
  
• Provide detailed reporting to team and directors
  

Qualifications:

Bachelor's degree in business, Communications, or a related field (or equivalent experience).

5+ years of experience in a call center or customer service management role.

Medicare and ACA experience strongly preferred 

Must be highly proficient in Excel and all Microsoft Office products 

Proven track record of success in managing customer retention strategies and improving customer satisfaction.

Strong leadership, coaching, and team-building skills.

Ability to analyze data, interpret trends, and make strategic recommendations.

Excellent communication and problem-solving skills.

Proficiency in call center software, CRM systems, and data management tools.

Must be flexible to work evenings and weekends as needed 

Preferred Skills:

Experience managing multiple departments or cross-functional teams.

Familiarity with data analysis tools and customer experience metrics.

Ability to adapt quickly to a changing environment and manage multiple priorities effectively.