We are seeking a results-driven Inbound Retention & Growth Specialist to join our team. In this role, you will engage with customers via phone and chat to convert inquiries into subscription upgrades and hardware sales, while assisting with account/order management and transactional subscription issues.
The 3 pillars of success are conversion, retention, and new household acquisition. Ensuring customer education of the value of Arlo products and services.
What You’ll Do:
- Handle inbound inquiries to retain and grow subscriptions.Convert customer interactions into subscription upgrades and upsells.
- Resolve transactional subscription issues, including billing, renewals, plan changes.Support Arlo Churn initiatives with retention offers and campaigns.
- Acquire current subscriber households via proactive targeted campaignsAssist customers with hardware purchases, order placement, order tracking, and troubleshooting.
- Document all interactions in CRM systems.
- Collaborate with teams to improve processes and customer experience.
Roles & Responsibilities
- Ability to identify basic hardware parts and aware of basic hardware concepts
- Accurately document cases in-line with process requirements
- Expertise in Sales for Upselling and Retention
- Resolve transactional subscription issues, including billing, renewals, plan changes.