Summary 

We are seeking a Retention Specialist to join our Team in Minneapolis, MN. This position focuses on retaining clients that are inquiring on cancelling services. To be successful, you will need to understand the services that Renters Warehouse provides and be able to solve immediate issues and concerns to retain the Client’s business. The ability to sell the Client on why they should stay with us and incentivize them to continue their business relationship with Renters Warehouse will give you the most success in this role. The primary goal of this position is to retain as much business as possible and efficiently close out accounts while providing 5-star customer service to remain a highly reputable property management company.  

Bonus: $50 for every owner that you save from cancelling, $25 if the owner wants to cancel to sell and you get them to use RW to be their agent. 

Essential Duties And Responsibilities 

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time. 

1. Use strong efforts to save the client by resolving issues, including prompt follow-up
2. Handle all cancellation inquiries through written requests and via inbound calls
3. Perform data management duties such as closing out clients’ accounts
4. Create and send monthly reporting along with a summarization of cancellation data to RVP's
5. Manage multiple accounts by communicating effectively with owners and residents
6. Send notification letters to both owners and tenants to explain next steps
7. Provide updated data and information to the management team
8. Collect feedback on client cancellation reasons and monitor are as for improvement 
9. Take inbound calls from clients once cancellation duties are complete
10. Serve as a Client Service Advisor when cancellation duties are complete or as needed

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Strong knowledge of computers and technology including cloud-based software and applications.
• Proficient in Microsoft Office (Word, Excel).
• Ability to self-manage and problem solve with little or no direction.
• Ability to communicate well and provide exceptional customer service.
•  Organized and manage multiple priorities.
• Successfully use negotiation skills and easily diffuse difficult situations.
• Demonstrate Honesty, Trustworthiness& Accountability.

Education and/or Experience 

• High School Diploma, GED, or 1-2years of experience in a customer service role, sales role or a related field.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear and sit at a desk working on a computer for multiple hours a day. The employee is occasionally required to walk; use hands to handle, or touch objects, tools, or controls. Specific vision abilities required by this job include close vision.  

Work Environment 

Status: In-Office required; 3701 Wayzata Blvd. Suite 500, Minneapolis, MN 55416

Travel Requirements: N/A 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the office work environment is usually quiet.