Customer Retention Specialist

Cox Service - Office · Randolph, Massachusetts
Department Cox Service - Office
Employment Type Full-Time
Minimum Experience Entry-level

Position Summary: The Customer Retention Representative is responsible for coordinating all preventative maintenance agreements, both new contracts as well as renewals. The position is also responsible for making sure our customers are satisfied and will continue to do business with Cox Engineering. You will also ensure a unique and memorable experience answering questions and resolving issues with the utmost sensitivity and accuracy.  You will also maintain current working knowledge of our services and products.

Duties and Responsibilities:

  • Examine current contract performance (estimate vs actual) periodically throughout the year
  • Perform reviews with Operations and Sales of all current contracts prior to issuing renewal agreements
  • Monitor progress of all pending renewals as well as any new potential preventative maintenance agreements
  • Schedule on-site meetings with current base of contract customers
  • Track and accurately document customer information within our CRM database.
  • Enter new agreements and renewals into Sage 300/Timberline
  • Escalate issues and trends to upper tier support/management
  • Answering customer questions or inquires
  • Promote various Cox Engineering services and offerings  
  • Frequent trips to customer locations for meetings
  • Other duties as assigned


  • Bachelor degree preferred


  • Excellent customer service skills - must be professional and patient
  • Phone/Call experience helpful
  • Exceptional organizational skills with the ability to multi-task
  • Attention to detail
  • Experience working in a Call Center/Tech Support/Help Desk/Sales Environment a plus, but not required
  • Flexibility to adapt to changes in a growing organization
  • Ability to cooperate successfully as a member of a team and also work independently with minimal supervision
  • Computer proficiency; skilled and proficient in the use of Microsoft Word, Excel, and PowerPoint; CRM software experience a plus
  • Reliable transportation

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  • Location
    Randolph, Massachusetts
  • Department
    Cox Service - Office
  • Employment Type
  • Minimum Experience