Inbound/Outbound Retention Representative

This is a fully remote position, open to applicants in Louisiana, +1 more state.

📋 Description

• Manage both inbound and outbound retention calls to address customer issues and prevent cancellations.

• Implement approved retention offers, including discounts, based on eligibility criteria.

• Address billing inquiries, service problems, device troubleshooting, and escalated cancellation requests.

• Accurately categorize cases to ensure documented reasons correspond with customer issues and call records.

• Record customer interactions and maintain precise documentation in the case management system.

• Escalate complex matters, such as BBB, Consumer Affairs, social media, and Voice of Customer complaints, following established protocols.

• Adhere to call-handling procedures and retention guidelines while avoiding behaviors that discourage calls.

• Identify customer accounts and assess product and pricing eligibility.

• Provide details regarding products, services, rates, and benefits.

• Navigate various systems and conduct account-related data entry.

• Fulfill customer commitments, including callbacks and adjustments to rates.

• Engage in team meetings and collaborative activities.

• Perform additional tasks that assist the Customer Relations Team.

⛳️ Requirements

• Prior experience in a retention, sales, or win-back capacity is preferred.

• Knowledge of billing systems and payment/discount processing is preferred.

• Proven ability to meet or exceed save-rate and quality benchmarks is preferred.

• Experience in supporting healthcare, medical-alert, or subscription-based services is preferred.

• Maintain proficiency with CRM systems, telephony, case management tools, and Microsoft Excel, Word, and Outlook.

• Meet or surpass set individual save-rate, quality assurance, productivity, and compliance goals.

• Follow all procedures related to call handling and retention guidelines.

• Ability to effectively manage multiple priorities in a fast-paced environment.

• Capability to work independently while also contributing to a team-oriented setting.

• Strong skills in listening, problem-solving, de-escalation, professionalism, customer service, and phone etiquette.

🏝️ Benefits

• Comprehensive training and continuous development to foster career advancement.

• Competitive base salary with an unlimited commission structure.

• Unlimited earning potential, with top performers earning up to $60,000.

• Incentive opportunities and regular contests.

• Ongoing training and career development support.

• Comprehensive medical, dental, life, and disability insurance plans.

• Paid Time Off.