Customer Retention Specialist - $600 Signing Bonus - Remote Work Opportunities Are Available.

Gannett Co., Inc. (NYSE: GCI) is a subscription-led and digitally-focused media and marketing solutions company committed to empowering communities to thrive. With an unmatched reach at the national and local level, Gannett touches the lives of millions with our Pulitzer Prize-winning content, consumer experiences and benefits, and advertiser products and services.
Our current portfolio of media assets includes The USA TODAY NETWORK, which includes USA TODAY, and local media organizations in 43 states in the United States, and Newsquest, a wholly-owned subsidiary operating in the United Kingdom. We also own digital marketing services companies under the brand LocaliQ, which provide a cloud-based platform of products to enable small and medium-sized businesses to accomplish their marketing goals. In addition, our portfolio includes one of the largest media-owned events businesses in the U.S., USA TODAY NETWORK Ventures.
Gannett open roles are featured on various external job boards. When applying to a position at Gannett, you should be completing an application on Gannett Careers via Dayforce . Job postings directing you to complete an application on other external sites may not be valid.
To connect with us, visit www.gannett.com
Customer Retention Specialist - $600 Signing Bonus - Remote work opportunities are available.
The Gannett CSC has immediate openings for the Customer Retention Specialist position. The Customer Retention Specialist – CSC Phoenix – reports to Phoenix CSC Customer Service Supervisor. The Retention Specialist will be required to have advanced knowledge of products, along with advanced knowledge of procedures and guidelines. This position is responsible for handling calls related to customers discontinuing their services with Gannett properties. This position requires an individual who can communicate with customers and identify the root cause for their dissatisfaction. Team members are expected to utilize retention tools/efforts to solve customer concerns, ultimately retaining their business.
Rate of Pay: $16.00 per hour + commission.
Signing Bonus: $600.00 will be paid out on your first paycheck.
Responsibilities

• Ability to make independent decisions based on established guidelines.
• Take ownership of all customer concerns and proactively follow through to resolution.
• Complete all required documentation for Stop Saves, stop/saves and any other customer interaction.
• Proven ability to diffuse an escalated customer situation and bring the customer issue to closure.
• Adhere to agreed standards of quality with a minimum 90% accuracy rate.
• Work within agreed daily ad hoc responsibilities, striving to exceed customer expectations wherever possible.
• Ensure all customers’ concerns are investigated and resolved with minimal escalation.
• Always maintain Customer focus and respond to customers’ concerns using the CSC’s Best Practices/QA guidelines.
• Exceed productivity standards, such as overall accuracy; maintaining Key Performance Indicators; and provide one call resolution to internal and external customers.
• Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate.
• Maintain professional working relationship with internal and external customers, customer service management and colleagues.
• Must be able to adhere to an assigned work schedule, must be dependable and punctual.

Requirements

• Ability to prioritize work, manage time effectively, and work successfully in a fast paced, multi-faceted environment.
• Demonstrate a high level of accuracy and attention to detail.
• Must be able to accurately complete basic math calculations.
• Employment is contingent on passing a pre-employment, post-offer background check.
• Ability to work flexible schedule, including weekends and holidays. Must be dependable and consistently punctual for all scheduled shifts.
• Self-motivated, creative, flexible, willing to take initiative, be accountable, and able to effectively handle multiple tasks simultaneously.
• Knowledge of effective negotiation techniques used to quickly resolve escalated customer issues.
• Must be in good standing.
• High School diploma or GED equivalent required.
• Demonstrate the ability to diffuse situations, utilize effective negotiation skills, and bring the customer issue to closure.
• Must have an in-depth knowledge of products, guidelines, procedures, and CSC operating systems.
• Strong Stop Save and Quality KPI performance on a consistent basis (period over period performance).

The hourly rate for this role will range between $8.22 and $19.35.  Variable compensation is not reflected in these figures and based on the role, may be applicable. Exact compensation may vary based on skills, experience, location, and union representation, if applicable.
Gannett Co., Inc. is a proud equal opportunity employer committed to building and maintaining a diverse workforce. As such, we will consider all qualified applicants for employment and do not discriminate in connection with employment decisions on the basis of an applicant or employee’s race, color, national origin, ethnicity, ancestry, citizenship status, sex, gender, gender identity, gender expression, religion, age, marital status, personal appearance (including height and weight), sexual orientation, family responsibilities, physical or mental disability, medical condition, pregnancy status (including childbirth, breastfeeding or related medical conditions), education, genetic characteristics or information, political affiliation, military or veteran status or other classifications protected by applicable federal, state and local laws in the jurisdictions where Gannett employs employees. In addition, Gannett Co., Inc. will provide applicants who require a reasonable accommodation, as a result of an applicant’s disability or religion, to complete this employment application and/or any other process in connection with an individuals’ application for employment with Gannett Co., Inc. Applicants who require such accommodation should contact Gannett Co., Inc.’s Recruitment Department at [email protected].
Apply Now