Customer retention representative vs lead customer service representative

Differences between customer retention representative and lead customer service representative duties and responsibilities

Customer retention representative example responsibilities.

• Manage and plan escalations; assure HIPPA guidelines are followed for confidentially and privacy.
• Interact via phone to retain existing customers and prevent disconnection while upselling core products including video, data, and phone.
• Assist patients by responding to billing questions and concerns, and solicit necessary demographic insurance/coding information to insure correct claim submission.
• Retain Comcast customers via a variety of means available.
• Retain Comcast subscriptions by surveying consumer need and concerns thru lengthy interactions.
• Provide hands-on management and administrative support services essential to day-to-day operations of the MVA.

Lead customer service representative example responsibilities.

• Interact extensively with customers to achieve timely issue resolution while maintaining high standards for dock organization and cleanliness.
• Create PowerPoint presentations and present them to other customer service representatives.
• Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards.
• Implement cost cutting measures leveraging out FedEx applications and services provide.