Customer Retention - Non Voice role in Power (2-3 Yrs)

We are seeking a motivated individual with an LLM degree and 2-3 years of experience to join our team as a Customer Retention Specialist - Non Voice. In this role, you will be instrumental in developing and implementing strategies to enhance customer loyalty and reduce churn within our power utility services. You will leverage your analytical skills and understanding of customer behavior to identify at-risk customers, design proactive engagement plans, and ensure customer satisfaction through non-voice channels. Your LLM background will be valuable in analyzing customer feedback, understanding complex contractual terms, and communicating effectively with diverse customer segments.

Key Responsibilities:

- Analyze customer data to identify patterns and predict churn risk.
- Develop and execute targeted retention campaigns through email, SMS, and in-app notifications.
- Respond to customer inquiries and resolve issues via written communication channels.
- Proactively engage with customers to gather feedback and identify areas for improvement.
- Collaborate with marketing and product teams to enhance customer experience.
- Monitor key retention metrics and report on campaign performance.
- Interpret and explain complex service agreements and billing information to customers.
- Utilize LLM skills to process and understand large volumes of customer communication data.