Customer Service Retention Expert

This is a fully remote position, open to applicants in Alabama, +37 more states.

📋 Description

• Act as the main point of contact for clients

• Oversee both incoming and outgoing customer communications

• Utilize web-based tools to address customer inquiries

• Manage and respond diligently to customer inquiries

• Deliver outstanding customer service through attentive listening

• Handle sensitive customer information with care

• Resolve issues on the initial call by providing proactive assistance

• Communicate appropriately with customers

• Calmly address and de-escalate issues

• Escalate interactions when necessary and suitable

• Monitor call-related information for auditing and reporting purposes

• Provide insights on call-related challenges

• Engage in upselling when necessary

• Collaborate with team members, supervisors, and support departments to resolve customer concerns and meet performance objectives

⛳️ Requirements

• High School Diploma or equivalent

• At least 6 months of experience in customer service

• Must be at least 18 years old

• Ability to type a minimum of 25 words per minute

• Proficient with desktop computer systems

• Basic understanding of Windows-based systems

• Preferably have customer service and/or sales experience

• A college degree is preferred but not mandatory

• Ability to adhere to established procedures

• Capacity to work collaboratively with team members, supervisors, and support departments

• Exceptional communication, listening, and analytical abilities

• Strong organizational and problem-solving capabilities

• Ability to prioritize tasks and perform well under pressure

• Capacity to work within a structured schedule across various shifts

• Sharp critical thinking skills

• Proactive approach to problem-solving

• Dedicated workspace near the router for a hardwired Ethernet connection

• Minimum internet speed of 15 Mbps for download and 10 Mbps for upload

• ISP latency must be under 50ms

• Internet connection must not be satellite, mobile data/hotspots, P2P, or VPN

• Proof of internet speed is required

• Employment is limited to residents of AL, AR, AZ, CT, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY

🏝️ Benefits

• Comprehensive health benefits, which may encompass medical, vision, and dental coverage

• Employment Assistance Programs

• Health and personal time off (HPT)

• Leave programs as eligible

• Competitive 401(K) plans

• Life insurance

• Supplemental medical coverage

• Critical care insurance

• Pet insurance

• FSA plans

• Discounts from retailers

• Opportunities for career advancement

• A culture of inclusion and diversity

• Resources dedicated to mental health and well-being