We will return 1 billion dollars back to small businesses.
The Role of Retention Specialist
This position reports to the Lead Retention Specialist
This position is responsible for:
Developing and maintaining healthy relationships with an assigned roster of clients
Managing the GRAVY Recovery Process
Proactively managing the activity and communicating the results to each client
Primary Responsibilities & Expectations
Recover failed payments for our clients while representing their brands well to their customers
Provide a high-level of communication with the client, to ensure they know what we’re doing and how things are going. Minimum expectations of communication are as follows:
Zoom call to go over the first report with a new client
60 day zoom call to check-in and revisit the processes
Quarterly business reviews
Respond, in kind, to all clients within 24 hours, Monday - Friday
End of month reports will be delivered to all clients by the 5th business day of each month
Proactively monitor the results of each client to course-correct as needed
Work alongside the Implementation team during the onboarding/implementation process for new clients while they are setting up the GRAVY Recovery Process
Work alongside the Data Team to create client reports (monthly), providing the narrative details that supports our work and casts a vision for the results
Key Performance Indicators
We are a results-based team. The person in this position will be measured using key metrics and is responsible for ensuring these metrics are met. All employees have a 90-day evaluation after starting and then quarterly to review performance and core values alignment.
Tracking time daily
Working each account every day, to include sending emails to all new failed payments daily
Average Net Promoter Score of 8 or greater for your client roster
Revenue recovery rate goal (specific to your client roster)
Transactional recovery rate goal (specific to your client roster)
You likely embody these characteristics:
You do what you say you will do
You have an attitude of constant-improvement
You approach life with optimism and see the good in situations and people
You enjoy people and are able to communicate clearly, both verbally and in writing
You are tech-savvy and aren’t afraid to learn a new platform
You get energy by working with people and building professional relationships
You enjoy working within a system and aren’t worn out by routine
You are a problem solver and aren’t dependent on others to tell you how to move forward
You make decisions with the interest of the client, company and team in mind
You are self-motivated to produce agreed upon results
You are not late to meetings.
You have a spirit of flexibility and you’re willing and able to handle change quickly
The Retention Specialist is a full-time, W-2 employee of Gravy working approximately 40 hours per week. While we have a flexible work environment, we do expect you to be available Monday through Friday, 8:30am to 5:00pm ET for meetings, communication and request you check-in at least every 2 hours during those times.
It is expected that you work all of your accounts on the last day of the month. If the last day of the month falls on a Saturday or Sunday, you will be granted 8 additional hours of PTO that may be used within 45 days.
Meetings would include, but not limited to, weekly All Team, weekly one-on-one with your supervisor, monthly Client Success team, and bi-annual retreats. Travel could include up to 10 nights per year.
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