Keller Williams

Customer Retention Coordinator

Location

Austin, TX

Type

Full Time

What you’ll be called: Customer Retention Coordinator

As our Customer Retention Coordinator, you are an integral part of the Customer Service Team.  You are passionate about providing exceptional customer service and pride yourself on your ability to display a calm, professional manner when dealing with stressful situations. You are fast-paced with a strong focus on accuracy, customer service and process improvement.

What will you do?

As our Customer Retention Coordinator, you will assist with customer retention through customer service and collection of failed or past due accounts for memberships and fee based programs offered by various departments at KWRI. You will update payment information in various systems, create and implement reporting on failed and collected payments and work within a cross-functional team. You will work closely with the Client Retention Manager and the entire Operations Team.

Essential Duties and Responsibilities:

  • Provide customer service support via email and phone.
  • Update customer payment information in various payment systems.
  • Contact customers via phone and email with failed or past due payment to collect payment.
  • Work through multiple software platforms to assist customers.
  • Maintain failed and collected payment spreadsheets to measure success.
  • Communicate with customers dissatisfied with current membership and seeking to cancel.
  • Resolve problems by clarifying issues, researching answers and solutions, implementing solutions and escalating unresolved problems.
  • Develop and maintain deep expertise on KWRI memberships.
  • Identify trends and areas for improvements.
  • Other duties and special projects as assigned.

Knowledge/Skills:

  • One to three years of customer service experience.
  • Proficiency in Microsoft Office and Excel is required.
  • Comfortable with a role where the majority of time is spent on the phone.
  • Respect and empathy for customers’ issues.
  • Ability to respond positively to difficult situations and agitated customers.
  • Excellent communication skills—both written and verbal; must be professional and friendly.
  • Detail oriented, organized and able to re-prioritize throughout the day.
  • A natural problem solver, who is able to think critically and thrives in a fast paced environment.
  • Ability to collaborate with teammates and resources to find the best solution to a customer’s problem.
  • Bachelor’s degree preferred, but not required.

Who are we?

Keller Williams Realty Inc. is the largest real estate company by agent count across the globe. Founded in 1983, we pride ourselves on a unique, agent-centric culture emphasizing a profit sharing system which rewards our associates as stakeholders and partners. Keller Williams Realty International (KWRI), is the company’s corporate headquarters located in Austin, Texas. Here, through a focus on cutting edge technology, education, and products and services, we support our agents and associates to create careers worth having, businesses worth owning, lives worth living, experiences worth giving and legacies worth leaving. In this way we fulfill our vision to be the real estate company of choice.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Company Website: www.lifeatkwri.com

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U.S. Equal Opportunity Employment Information (Completion is voluntary)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Company Website: www.lifeatkwri.com