Retention and Recovery Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Communicate with clients and their representatives through phone, email, and/or mail to ensure the return of the company's rental equipment.

• Receive, investigate, and address customer inquiries related to shipments, products, and complaints.

• Engage professionally, helpfully, and courteously with both external and internal customers.

• Handle incoming phone calls and provide assistance with inquiries.

• Resolve issues by clarifying problems, researching solutions, and exploring alternative options.

• Implement solutions or escalate unresolved matters as necessary.

• Respond to client inquiries using both scripted and unscripted replies.

• Document details of calls and messages accurately.

• Ensure access to and security of highly sensitive materials is maintained.

• Direct client complaints to the appropriate personnel.

• Keep protocol information up-to-date from reference materials, memos, and training sessions.

• Make outbound calls to discuss the return of company equipment.

• Identify, document, and report trends in calls and communications to the manager.

• Maintain comprehensive documentation files and update customer records regularly.

• Strive to convert clients who have lost government or third-party coverage to private-pay clients and encourage clients to reconsider cancellations.

• Identify underlying causes and suggest improvements to processes.

• Uphold project productivity and quality objectives.

• Participate in additional assigned projects or responsibilities.

⛳️ Requirements

• A High School Diploma or GED is mandatory.

• No prior experience is required (0+ years).

• Alternatively, an equivalent combination of education and/or experience will be considered.

• Self-motivated with the ability to work both independently and collaboratively within teams.

• Proficient in Microsoft Word, Excel, Outlook, and PowerPoint.

• Exceptional oral and written communication abilities.

• Capable of managing multiple tasks simultaneously.

• Willingness to work flexible hours and overtime as needed.

• Ability to sit for extended periods; frequent use of telephone, headset, and computer; data entry; occasional standing and walking; lifting items up to 10 lbs.

🏝️ Benefits

• Medical, Dental, and Vision insurance.

• Employer Paid Basic Life Insurance and Accidental Death & Dismemberment (AD&D).

• Voluntary Life Insurance options for Employee, Spouse, and Child.

• Health Care and Dependent Care Flexible Spending Accounts.

• Pre-Tax and Post-Tax Commuter and Parking Benefits.

• 401(k) Retirement Savings Plan with Company Match.

• Paid Time Off.

• Paid Parental Leave.

• Short-Term and Long-Term Disability coverage.

• Tuition Reimbursement.

• Employee Discounts on retail, hotels, food, restaurants, car rentals, and much more!