Job Description

Job Title: Retention Specialist/Receptionist

Location: Baton Rouge, LA

We are seeking a motivated and customer-focused individual to join our team as a Retention Specialist/Receptionist at The Advocate in Baton Rouge. In this dual role, you will play a pivotal part in ensuring the satisfaction and loyalty of our digital and home delivery subscribers while also managing front desk operations. Your role will involve interacting with subscribers, addressing their concerns, retaining their subscriptions, and providing exceptional customer service. Additionally, you will manage receptionist duties, ensuring a welcoming and organized environment for visitors and staff.  

General Summary of Position: 

The Times-Picayune & NOLA.com, The Advocate, The Acadiana Advocate, and The Shreveport-Bossier City Advocate bucks industry trends with a strong presence in Louisiana’s four largest cities. The way the news organization cares for its customers must equal the might of its loyal consumer base. 

Primary Responsibilities and Essential Duties: 

• Engage with subscribers via phone, email, and in-person interactions to understand their needs and concerns. 
• Proactively identify reasons for potential subscription cancellations and provide persuasive solutions to retain subscribers. 
• Utilize effective communication and negotiation skills to address customer complaints and resolve issues, aiming to maintain customer loyalty. 
• Develop a strong understanding of the newspaper's content and benefits to effectively communicate their value to subscribers. 
• Maintain accurate records of subscriber interactions, preferences, and outcomes in the CRM system. 
• Follow internal processes and procedures to ensure that transactions are handled in accordance with company and agency policies, practices, and guidelines 
• Meet retention goals as established, while maintaining quality standards for all lines of products  
• Provide excellent customer service with a positive and comforting demeanor, pace, and tone 
• Demonstrate regular attendance and punctuality 

 Education, Experience, and Knowledge Requirements: 

• Previous experience in customer service, retention, or receptionist roles is preferred 
• Strong knowledge of sales and marketing – knowledge of principles and methods for promoting and selling products or services. 
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint) 
• Excellent communication skills, both verbal and written, with a strong ability to influence and persuade. 
• Empathetic and customer-focused attitude, with the ability to handle challenging customer interactions. 
  
  

The Advocate is an equal employment opportunity employer, committed to recruiting, developing, and promoting a diverse workforce while providing unique opportunities and career paths for our employees.  We encourage applicants of all backgrounds and experience levels to apply.  

Salary:  Commensurate with experience

Benefits:  Medical, dental, vision, Life, Short Term Disability (STD), Long Term Disability (LTD), Paternity Leave, PTO and 401k Retirement Savings company match.