Retention Manager

Founded in 2005, Medical Guardian is a leading provider of personal emergency response systems that empower people to live a life without limits.  Medical Guardian is headquartered in Philadelphia and provides safety and protection to more than 300,000 customers across the entire United States.  Medical Guardian has been honored with the Top Workplaces Award by the Philadelphia Media Network for the last four consecutive years.   Additionally Medical Guardian has been honored multiple times by both the Philadelphia Business Journal as Best Places to Work and Philly 100 Fastest Growing Companies.  Nationally, Medical Guardian has made The Inc. 5000 List for ten years in a row.  At Medical Guardian, we believe that we are doing more than selling medical alert devices; we are saving lives. Learn more about Medical Guardian by visiting www.medicalguardian.com. 

Summary 

Medical Guardian is seeking a Retention Manager with proven success in Sales, Customer Retention, or Customer Care to lead a team of Retention Specialists. The Retention Department is responsible for retaining our current customer base by building rapport and providing solutions that address any concerns. We are looking for an individual to foster a collaborative and constantly improving culture to assist in leading the growing department. This position reports directly to the Director of Retention. 

Key Duties and Responsibilities: 

• Balance workload; provide guidance and direction to the team; serve as the focal point for communication with customers and company personnel. 
• Listen to and review calls of the Retention Specialists to ensure quality assurance and provide feedback accordingly. 
• Provide constructive feedback, coaching sessions and recognition to the team. 
• Help resolve employee and customer concerns/issues. 
• Maintain accuracy of required reports, logs and measurements, including weekly reviews and oversight of OKR’s. 
• Ensure operating and quality standards are met based on metrics. 
• Complete administrative services using excel to assist the Director of Retention with reporting needs. 
• Oversee the 360 Learning and all training materials. 
• Coordinate the schedules and coverage for the Retention Specialists. 
• Handle time-off requests and the day-to-day processes of the team. 
• Assist in all approvals related to workforce management. 
• Ensure the highest levels of customer service. 
• Perform duties and special requests as assigned by management. 

Requirements

• Associates Degree. 
• 3+ years in a customer service and/or sales role with proven call center experience. 
• 2+ years in a supervisor or manager level position.  
• CRM Experience required, Salesforce strongly preferred . 
• Experience onboarding and training new hires. 
• Ability to multi-task and shift projects based on work needs. 
• Proficient with Microsoft Suite.  
• Demonstrated ability to provide positive results with professionalism and a strong focus on customer satisfaction. 

Compensation 

• Base + commission pay structure