Retention Specialist  

• Responsible for the customer service phone queue (for all incoming customer calls and must ensure that service levels are met on a consistent basis).
• Listen attentively to customer inquiries and issues over the phone and utilize available resources to address the customer’s concerns/needs
• Educate customers about products and services, as well as provide assistance in using customer self-help tools
• Able to identify opportunities for cross-selling and up-selling, especially providing solutions from available products and services based on customer’s concerns/needs
• Handle simple customer service inquiries such as order placements, order changes and inquiries, tracking shipments and account information changes.
• Multi-task and interact with several applications simultaneously.
• Ask probing questions to gain a deep understanding of the customer’s concern and recommend a solution that meets the customer’s need.
• Accurately notate all customer interactions.
• Act with the highest degree of empathy and personable communication with customers.

PROFILE

• Multitasking skills
• Call Center related training is desired
• 6 months of either sales experience, customer service, and customer retention
• Excellent communication skills
• Basic technical knowledge preferred
• A self-starter who can work independently, but thrives in a team atmosphere
• Positive attitude
• Eagerness to learn and improve the skill set

• Required strong eye for detail
• Requires excellent multi-task abilities as all tasks are time-sensitive
• Ability to communicate effectively in English with customers and employees through all available mediums (verbal and written).
• Ability to be responsive, resourceful, identify opportunities for cross-selling and up-selling and adept at problem-resolution
• Ability to achieve positive satisfaction results from customers and employees
• Flexibility of schedule is strongly preferred