Retention Specialist

A Retention Specialist at Mable is responsible for connecting with potential and existing clients to facilitate their matching with support providers. This involves managing client interactions through our CRM, understanding their needs, and actively qualifying leads to maximize conversion rates. Providing an engaging client experience, ensuring thorough record-keeping, and exceeding monthly KPIs are also key aspects of the role.

Candidates for the Retention Specialist role at Mable should have at least one year of experience in high-volume telephone sales within a B2C environment. Strong communication skills, a proven track record in consultative selling, and the ability to build rapport with clients are essential. Familiarity with CRM systems and adaptability in a dynamic startup atmosphere will help you thrive in this position.

At Mable, we believe in empowering our team members through continuous learning and development opportunities. As a Retention Specialist, you’ll gain insights from industry experts and experienced leaders. Our hybrid workplace model allows for flexibility while providing access to resources that help you boost your career and adapt to emerging requirements of the field.

Mable prides itself on fostering a positive and inclusive culture where all employees feel valued. As a Retention Specialist, you’ll collaborate with a diverse team that values innovative ideas. We encourage open communication and bring together various skills and experiences to create a supportive work environment, allowing you to feel empowered to contribute to meaningful change.

Mable’s onboarding process for Retention Specialists is designed to set you up for success right from the start. You'll receive comprehensive training that covers our platform, sales strategies, and customer engagement techniques. Additionally, you'll benefit from mentorship by experienced team members, ensuring you're well-prepared to make a significant impact in your new role.

Engaging potential clients effectively begins with active listening to grasp their needs. As a Retention Specialist, I would utilize a consultative approach, asking open-ended questions to identify their requirements, challenges, and objectives. Leveraging our tools, I would then provide tailored solutions that align with their unique situations, ensuring they understand how Mable can best serve them.

In my previous roles, I have actively used CRM systems to manage client interactions and track sales progress. I am comfortable inputting data, updating client profiles, and utilizing analytics to evaluate and enhance my sales strategies. I believe that maintaining accurate records is crucial for ensuring a seamless client experience, and I prioritize this aspect in my daily processes.

To meet my sales KPIs, I prioritize time management and organization. I set weekly targets based on my monthly goals, regularly review my progress, and adjust my strategies accordingly. Additionally, I focus on continuous learning from leads and successful conversions, employing those insights to enhance my approach and improve my conversion rates consistently.

Trust and transparency are paramount when building relationships with clients. I always strive to be honest and open, ensuring clients feel valued and understood. By demonstrating genuine interest in their needs and providing consistent follow-up, I can create a positive rapport, which ultimately fosters loyalty and retention.

In handling dissatisfied clients, I believe in active listening and empathy as first steps. I would take the time to understand their specific grievances, reassure them that their concerns are taken seriously, and provide a resolution tailored to their situation. Communication is key in these instances, and I would make sure they feel heard and supported throughout the process.

Closing sales is about understanding the client's needs and presenting tailored solutions. I use trial closes to gauge their interest and encourage dialogue. Creating a sense of urgency by highlighting benefits and limited-time offers can also prompt decision-making. Most importantly, I address any remaining concerns they may have, ensuring they feel confident in their choice to work with Mable.

Staying motivated in a sales environment involves setting personal benchmarks and celebrating small wins. I maintain a positive mindset by focusing on the value my role provides to clients. Additionally, being part of a supportive team at Mable keeps me inspired, as we share experiences and encourage each other's successes and growth.

Teamwork in the role of a Retention Specialist is essential for sharing insights, strategies, and experiences. Collaborating with colleagues allows us to learn from one another, build best practices, and enhance our approach to engaging clients. Open communication and supporting each other foster a positive atmosphere that ultimately leads to improved results.

Adapting to changes in client priorities or market trends requires flexibility and a proactive mindset. I keep myself informed by closely following industry news and customer feedback. By regularly assessing my approach and being open to new strategies, I can pivot quickly to align with client needs and market demands.

I was drawn to the Retention Specialist position at Mable because of the company’s mission to positively impact the lives of those in need of disability and aged care support. I admire Mable’s commitment to innovation and inclusivity within the industry. This role presents a unique opportunity for me to leverage my sales expertise while making a meaningful difference, which is something I am truly passionate about.