What does a retention representative do?
Retention representative responsibilities
Here are examples of responsibilities from real retention representative resumes:
- Prepare proposals and analysis for county Medicaid facilitators to educate regarding available manage care programs.
- Demonstrate superb organizational and multitasking abilities
- Demonstrate superb organizational and multitasking abilities
Retention representative skills and personality traits
We calculated that 22% of Retention Representatives are proficient in Product Knowledge, Customer Service, and Outbound Calls. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Retention Representatives that have these skills listed on their resume here:
- Product Knowledge, 22%
Update retention offers, job and product knowledge by participating in educational opportunities.
- Customer Service, 15%
Worked primarily on phone system by receiving customer service calls and resolving account-related issues with a departmental focus on customer retention.
- Outbound Calls, 7%
Conceptualized the process on outbound calls that increased productivity and accuracy.
- CSG, 5%
Restored or disconnected services through company database (ACSR and CSG) at office or at home using Secure VPN.
- Customer Retention, 4%
Interact with customers over telephone to ensure customer satisfaction and customer retention and utilize retention tools to retain revenue.
- Customer Accounts, 4%
Facilitated the retention and expansion of existing customer accounts.
Common skills that a retention representative uses to do their job include "product knowledge," "customer service," and "outbound calls." You can find details on the most important retention representative responsibilities below.
Communication skills. One of the key soft skills for a retention representative to have is communication skills. You can see how this relates to what retention representatives do because "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, a retention representative resume shows how retention representatives use communication skills: "utilized customer service skills to retain customers of charter communications. "
Customer-service skills. retention representatives are also known for customer-service skills, which are critical to their duties. You can see how this skill relates to retention representative responsibilities, because "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." A retention representative resume example shows how customer-service skills is used in the workplace: "utilize sales techniques with customers to open new accounts providing details and benefits of opening account with premier. "
Interpersonal skills. For certain retention representative responsibilities to be completed, the job requires competence in "interpersonal skills." The day-to-day duties of a retention representative rely on this skill, as "representatives should be able to create positive interactions with customers." For example, this snippet was taken directly from a resume about how this skill applies to what retention representatives do: "display courtesy, empathic and strong interpersonal skills with all customer interactions. "
Listening skills. Another common skill required for retention representative responsibilities is "listening skills." This skill comes up in the duties of retention representatives all the time, as "representatives must listen carefully to ensure that they understand customers in order to assist them." An excerpt from a real retention representative resume shows how this skill is central to what a retention representative does: "focus on retention/safekeeping of business class customers through active listening, empathy and assuming ownership of customer issues through to resolution. "
Patience. While "patience" is last on this skills list, don't underestimate its importance to retention representative responsibilities. Much of what a retention representative does relies on this skill, seeing as "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here is a resume example of how this skill is used in the everyday duties of retention representatives: "displayed patience and attention to customer satisfaction. "
The three companies that hire the most retention representatives are:
- Time Warner Cable Enterprises LLC
12 retention representatives jobs
- Centene11 retention representatives jobs
- Spectrum10 retention representatives jobs
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Compare different retention representatives
Retention representative vs. Retention specialist
A retention specialist is responsible for devising strategies to maintain a healthy relationship with clients. They are primarily in charge of negotiating and securing contract renewals, handling issues and corrective measures for customer satisfaction, utilizing feedback to improve services, and maintaining a healthy rapport to strengthen the client base. Furthermore, as a retention specialist, it is essential to perform calls and correspondence, keep records of all transactions, and coordinate with work-staff.
There are some key differences in the responsibilities of each position. For example, retention representative responsibilities require skills like "english language," "persuasion," "csg," and "ip." Meanwhile a typical retention specialist has skills in areas such as "powerpoint," "troubleshoot," "customer care," and "quality standards." This difference in skills reveals the differences in what each career does.
Retention specialists really shine in the finance industry with an average salary of $42,523. Comparatively, retention representatives tend to make the most money in the technology industry with an average salary of $47,247.retention specialists tend to reach similar levels of education than retention representatives. In fact, retention specialists are 3.0% more likely to graduate with a Master's Degree and 0.1% more likely to have a Doctoral Degree.Retention representative vs. Outbound sales representative
An outbound sales representative focuses on securing sales by reaching out to clients through calls, correspondence, or face-to-face interactions. They primarily offer products and services, assisting customers every step of the way to ensure client satisfaction. To carry out their duties, they must perform research and analysis to identify business opportunities, develop sales strategies, generate leads, discuss product specifications with customers, introduce payment plans, and negotiate contracts. Moreover, an outbound sales representative must build positive relationships with clients while adhering to the company's policies and regulations.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that retention representative responsibilities requires skills like "english language," "persuasion," "outbound calls," and "csg." But an outbound sales representative might use other skills in their typical duties, such as, "outbound sales," "excellent interpersonal," "excellent organizational," and "crm."
Outbound sales representatives earn similar levels of education than retention representatives in general. They're 0.1% less likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.Retention representative vs. Customer support representative
A customer support representative is responsible for answering calls and correspondence, providing customer assistance in various technical issues, concerns, or difficulties. There are also instances when they must make calls to follow-up on the issues, or even sell products and services. Most of the time, a customer support representative has a certain quota to reach and works under a manager's supervision. Furthermore, it is essential to keep accurate records and report to managers or supervisors should there be any problems.
The required skills of the two careers differ considerably. For example, retention representatives are more likely to have skills like "customer service," "english language," "persuasion," and "csg." But a customer support representative is more likely to have skills like "technical support," "windows," "data entry," and "customer support."
Customer support representatives earn the highest salary when working in the finance industry, where they receive an average salary of $38,928. Comparatively, retention representatives have the highest earning potential in the technology industry, with an average salary of $47,247.customer support representatives typically earn similar educational levels compared to retention representatives. Specifically, they're 1.1% more likely to graduate with a Master's Degree, and 0.1% more likely to earn a Doctoral Degree.Retention representative vs. Inbound sale representative
An inbound sales representative is in charge of securing sales by responding to calls and correspondence from clients, ensuring efficiency and customer satisfaction. They may arrange appointments, answer inquiries, offer products and services, and discuss product specifications. There are also instances where they must perform follow-up calls on outbound transactions, process payments, or establish billing plans in adherence to the company's policies and regulations. Furthermore, an inbound sales representative must address issues and concerns from clients, resolving them promptly and efficiently.
Types of retention representative
Updated January 8, 2025
