Customer Retention Representative

The Customer Retention Representative is responsible for both new customer service and existing customer retention. The Representative will make outbound calls every day to build customer engagement, resolve outstanding concerns and be a last measure of retention with clients that wish to discontinue service. The Representative is customer retention focused and requires a high degree of empathy, strong communication and problem solving; getting to the root cause of the customer’s concern is key.

Duties and Functions:

• Providing world-class customer service and leaving a lasting, positive impression.
• Consistently improving retention rates and achieve retention goals.
• Handling each call with empathy, compassion, and professionalism to ensure the best customer experience possible.
• Problem solving is a must as you quickly identify the root cause of customer issues, pinpoint strategies to eliminate those issues, and work with the customer to negotiate mutually beneficial terms.
• Answer phones and respond to various customer requests/queries accurately and efficiently to ensure the Company remains the preferred supplier.
• Assist with various tasks as assigned.

Education, Skills, and Experience

• High school graduate or equivalent
• 1 year of experience in sales, collections, or a retention focused position; preferably in a high call volume environment.
• Superb listening skills with ability to quickly overcome customer’s initial concerns and objections
• Strong interpersonal, communication, and listening skills
• Accurate typing and good computer navigational skills
• Cheerful and hospitable attitude
• Proficiency in Microsoft Office especially Outlook, Excel, and Word
• High tolerance of stress, including a high degree of patience
• Fluency in Spanish a plus

To apply, please send your resume to careers@discountpowerinc.com

Director of Marketing & Sales

Discount Power is looking for an individual to lead the company’s marketing & sales activities. The Director of Marketing & Sales is responsible for formulating sales plans, achieving Discount Power’s sales and profitability objectives, and for providing leadership and expertise to its marketing & sales personnel and partners.

Duties and Responsibilities:

• Activate marketing and sales strategies that profitably accelerate growth trajectory. Measure performance across all marketing channels and adjust plans accordingly within the marketing mix to optimize impact. Review strategic plans for alignment with, and support of, the overall architecture of the brand and financial expectations.
• Optimize customer retention by utilizing relevant, targeted communications, effective life cycle management, and other CRM tactics such as email, direct mail, paid search, and web. Develop, test, measure, optimize, and personalize messages and offers to drive consumer involvement, increase loyalty, and enhance LTV across the customer base.
• Manage internal and external customer service to ensure call center staff are trained to appropriately handle inbound customer calls, cover a range of service requests and billing questions, and implement strategies for saving customers who are prepared to churn.
• Vet, develop, and manage external agency and service provider relationships including direct sales agents, telesales and digital partners, using a value-added approach whereby these resources are viewed as “strategic partners” vs. “vendors.”
• Champion all marketing and corporate communications including advertising, branding, public and community relations, online presence, design, social media, and printed collateral/media.
• Be key contributor to company’s strategic plans. Gather market research and competitive intelligence. Ensure products and campaigns are responsive to competitive forces and that margins are maximized.

Knowledge, Skills, and Abilities Required

• Ten years of sales or marketing experience with minimum five years in the retail energy industry.
• Bachelor#146;s degree in relevant field
• Proven track record including managing both internal and external sales channels

To apply, please send your resume to careers@discountpowerinc.com

Equal Employment Opportunity

Discount Power Inc. provides equal employment opportunities to all qualified individuals without regard to race, creed, religion, national origin, age, sex, marital status, sexual preference, or nondisqualifying physical or mental handicap or disability in each aspect of the Human Resources function.