Company Overview:
At Everon, we truly believe that our people are the difference – for our organization, the customers we serve and the communities we protect. When you’re a part of Everon, you’ll have the opportunity to be a part of that difference every day. With more than 100 locations, a deep national presence, and comprehensive portfolio of solutions and services, our employees are always poised for career advancement and growth. For more information, visit www.everonsolutions.com or follow us on LinkedIn.

THIS POSITION IS ONSITE IN Wichita, KS. Please only apply if you reside in Kansas.

Position Summary:
The Retention Manager will be responsible for development, coaching, and leading a high performing team whose main responsibilities is to retain commercial customers while utilizing and enforcing the approved Everon offers and initiatives. The Retention Manager will work closely with these leaders from various groups, departments, and field leadership on communicating current offers, trends, forecast, challenges, opportunities, and risks associated with commercial cancellations. The Retention Manager is expected to develop initiatives to improve offers impacting and implement proactive improvements of retaining accounts prior to customers requesting disconnections.

Position Duties & Responsibilities:

Develop and manage KPIs associated with Commercial Retention team save rates and overall performance. Monitor, evaluate, and track overall retention and performance metrics to ensure budgeted goals are met. Deliver financial returns through effective management and execution of the retention budget as demonstrated by save rates, overtime, and performance management. Provide growth opportunities to a team of high potential representatives, enabling them to develop new skills and increase their business knowledge by clarifying expectations, offering instruction, advice and support. Assist in developing and maintaining an effective variable compensation program to incent the team members to retain profitable accounts while following Everon policies and procedures. Consistently seek and disseminate information regarding the current responsibilities and procedures of the team and external conditions affecting the work. Communicate relevant information about decisions, plans and activities, giving direction and enabling the unit to carry out their responsibilities effectively and knowledgeably. Monitor the progress and quality of the work and the effectiveness of the unit. Work in close conjunction with other areas of the company including Customer Care, Field organization and Collections to maximize loyalty efforts. Work side-by-side with Quality and Training Department to assist in identifying training/quality issues and report data monthly. Monitor, evaluate, and track overall retention metrics performance to ensure budgeted goals are met. Develop, coach and mentor on proper call control techniques to promote profitability and control costs without adversely impacting customer satisfaction. Facilitate the constructive resolution of conflict, encourage cooperation, diversity, and teamwork to build a successful, cohesive unit within the Everon organization. Identify operational/systematic situations or potential issues and implement solutions to resolve issues in a timely manner. Other duties as assigned, including but not limited to, account research and follow-up, special projects, etc.

Qualifications - Internal

Education/Certification: Bachelor’s Degree or equivalent work experience.

Experience:

3-5 years of business leadership experience in subscriber-based operations, customer retention/call centers Thorough, in-depth, and proficient understanding of the key aspects of Inbound Retention specific to the commercial security industry, including the Retention / Sales process, procedures, compensation, incentives, position descriptions, staffing, hiring, and product knowledge. Proven track-record of increasing customer retention rates Experience creating customer retention processes Demonstrated ability to analyze problems and probe facts. Ability to work cross functionally, across the Commercial Organization to improve the Customer Experience Proficiency with MS Office applications. Strong organization skills and process management Demonstrated ability to identify and question assumptions and find creative and effective solutions

Skills:

Strong written and verbal communication skills Influence business decisions in a highly matrixed organization Business acumen to develop and foster relationships and partnerships at all levels Exhibits strong leadership and influencing skills Ability to quickly establish credibility and authority to drive and gain respect from leadership and other team members Experience with WFM programs and Microsoft product suite