Vonage Customer Care Mission

We help our customers create innovative and delightful customer experiences using our programmable communication building blocks. Through a choice of support offerings, we provide top-tier support for developers and enterprises. Our global technical team, skilled in development, communications technology and troubleshooting, help our customers rapidly resolve any issues, publish online knowledge articles, and communicate proactively for any incidents that occur.

Why this job Matters

As a member of the Retention team, the Retention Representative is responsible for maintaining Vonage customers via inbound calls and/or Correspondence via SalesForce. The Retention Agent is also responsible for maintaining an acceptable customer save rate following all Vonage policy and procedural guidelines designed and approved by Vonage for the purpose of customer retention.

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What You Will Do

Processes orders via inbound call handling, prepares correspondence, and fulfills needs of existing customers that are at risk of canceling services or order

Addresses complaints with the goal of increasing satisfaction and securing customer saves

Provide customer-focused solutions using clear and descriptive method

Manage and complete projects in a timely manner

Meet all given goals and objectives for customer save rate, stick rate and other related metrics

Track case tickets within a Customer Relations Management System to Document resolutions for future reference both internally and externally

Offers discounts or special deals as needed and within pre-established limits

Work closely with multiple departments to resolve customer issues

Identify reason(s) for customer dissatisfaction and/0r discontinuance requests in a timely manner and assist Vonage in meeting company wide initiatives in retaining customers

Communicate customer feedback findings to management

Consult with and research customer concerns; explain billing charges and credits.

Provide operational and systems suggestions to management

Other duties as assigned

What’s Required of You:

Sales or Customer Retention experience required

Ability to work independently as well as in a team environment

Excellent communications; verbal and written

Ability to handle stressful situations and deadlines

Professional phone and typing skills

Ability to maintain poise and productivity in a fast paced environment

Ability to multi-task and adapt to change

High School Diploma or GED; or equivalent combination of education and experience.

Preferred Knowledge

Excellent customer service skills (friendly, courteous and helpful

Excellent grammar (Verbal and Written

Salesforce experience

Must demonstrate creative and independent thinking

Good computer skills including emailing and Internet usage

What’s In It For You

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

LI-REMOTE $70,000 — $120,000/year