Customer Loyalty Specialist

About the role

Tebra is looking for a Customer Loyalty Specialist for its Loyalty Team. You will handle inbound requests from customers asking to cancel, spot key issues in customer satisfaction and develop solutions to retain the business. You will analyse quantitative and qualitative customer metrics to find early signs of possible cancellations and make outbound calls to address customer issues proactively. This is an individual contributor role with no direct reports.

Key responsibilities

• Deliver outstanding customer support on the Tebra product suite and services, giving Tebra a positive image.
• Identify solutions for customer issues and work closely with customers to resolve them.
• Work cross-functionally with Account Management, Onboarding and Accounting to ensure a cohesive customer experience.
• Help improve Tebra's products and processes by contributing to department plans and strategy, acting as an advocate for customers.
• Document detailed customer feedback on cancellation reasons and retention tactics in Salesforce.

Required profile

• 2+ years of experience in customer service, support or a similar role.
• Professional and friendly demeanor, keen problem solver with attention to detail.
• Excellent verbal and written communication skills; self-learner who takes initiative and enjoys fast-paced environments.
• Passion for working with customers and answering their questions and concerns.
• Familiarity with Salesforce, Slack and Google Suite.

What we offer

• United States: healthcare benefits, a Dell discount for work-from-home basics, and wellness resources such as Gympass and the Telus Employee Assistance Program.
• Costa Rica: wellness and childcare subsidy, a university/education discount, and similar wellness resources.