Client Success Specialist ( Retention)
Core
Manage an active caseload of existing clients via inbound/outbound calls to build trust, increase service utilization, and prevent churn.
Role type
Client Success Specialist (Retention)
Builds
Client relationships and service utilization within the aged care sector
Domain
Aged care / Home care services
Deliverable
client delivery
Required skills
proactive communication, CRM system usage, caseload management, relationship building, conflict resolution, risk identification
Preferred skills
aged care experience, NPS metrics experience, high-volume contact center experience
Responsibilities
Proactively contact clients to identify concerns and satisfaction levels; Educate clients on available services to maximize care package value; Reconnect with disengaged clients to preserve relationships; Track churn reasons and retention outcomes; Escalate complex or sensitive matters to Team Leads; Maintain accurate CRM records.
Seniority
Individual Contributor
