Trustwave helps businesses fight cybercrime, protect data and reduce security risk. With cloud and managed security services, integrated technologies and a team of security experts, ethical hackers and researchers, Trustwave enables businesses to transform the way they manage their information security and compliance programs. Trustwave delivers automated, efficient and cost-effective threat, vulnerability and compliance management. Trustwave is headquartered in Chicago, with customers in 96 countries. For more information about Trustwave, visit https://www.trustwave.com.

Customer Retention Coordinator

Description:

The ideal candidate is up for a challenge, not intimated by working with clients, and is professional and customer service oriented. The Customer Retention Coordinator is a member of the Project Management & Customer Retention team within the Global Consulting Services Group. The Customer Retention Coordinator will be exposed to different aspects of Trustwave’s business units, working in different areas throughout the assignment as described below.

Work Areas:

• Learn about all products in the Trustwave Portfolio at a high level.
• Be able to provide basic support for Trustkeeper users.
• Make customer outreach phone calls and emails to clients to gauge satisfaction with Trustwave products and services.
• Escalate issues to appropriate support teams or to Customer Response Managers.
• Support Customer Response Managers.
• Respond to team members needs via email and phone conversation.
• Participate in meetings.
• Document processes and procedures.
• Work in Request Tracker (RT), Salesforce, Financial Force, and Microsoft Office Suite.
• Additional responsibilities as required.

Required skills and experience:

• Strong written (email) communication skills
• Strong verbal (phone) communication skills
• Deadline and detail oriented
• Highly motivated and team oriented
• Critical thinking skills and ability to identify and solve problems creatively
• Proficient in the use of Microsoft office, particularity outlook
• Experience with any of the following a plus:
  • Request Tracker
  • Sales Force
  • Financial Force

Education:

We prefer college-educated applicants, but at minimum, high school diploma or equivalent is required for employment.

Trustwave is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

To All Agencies:

Please, no phone calls or emails to any employee of Trustwave outside of the Talent Acquisition team. Trustwave’s policy is to only accept resumes from agencies via the Trustwave Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Trustwave and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.