Retention Associate (Customer Relations)

IPS- Integrated Practice Solutions Retention Associate (Customer Relations) San Diego, CA - Full Time Integrated Practice Solutions, Inc. (dba ChiroTouch), a fast-growing and leading healthcare software company, is looking for a Retention Associate. This position works closely with clients and requires exceptional drive, forward-thinking, a high level of collaboration and problem-solving skills, and the flexibility to grow with additional responsibilities and respond quickly to changing priorities. Success in this role is demonstrated through maintaining client engagement and resolving obstacles to their success through collaboration with other teams and individuals. The ideal candidate will have a drive for demonstrating results while maintaining a positive attitude when faced with challenges.

• Ability to respond to incoming requests for cancellation of software and services, and work with customers to solve issues to retain them.
• Ability to Retain customers via inbound/outbound calls and other correspondence.
• Ability to prevent customer cancellations and ensure customer satisfaction by reasonable negotiations that provide solutions that are beneficial to the company and attractive to the customer.
• Maintain good customer relations and work effectively with clients to accomplish their practice goals.
• Identify and document needs, problems, and solutions for your clients.
• Collaborate with other team members, and cross-teams to proactively reach out to at-risk clients to solve concerns before they develop into problems.
• Maintain an understanding of offered products and services in order to offer the best solutions to meet client needs.
• Independently manage research and employ problem-solving techniques to find solutions to client needs Must-haves
• Excellent "people skills" the ability to organize and motivate others, negotiate, and keep engagement and confidence levels high.
• Superb communication skills in all forms, bilingual English/Spanish a plus
• Ability to maintain control over conversations and speak with clarity and confidence
• Ability to identify and assess customers needs to achieve a high level of customer satisfaction
• Comfort with basic computer applications, browser, email, etc
• Experience with Microsoft Office products and tools
• Ability to adapt to change while maintaining priorities Nice-to-haves
• Previous experience in retention role
• Experience with chiropractic or medical office management
• Understanding of basic accounting principles