Retention and Recovery Specialist

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

📋 Description

• Engage with clients and their representatives through phone, email, and/or mail to facilitate the return of company rental equipment.

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

• Interact with both external and internal customers in a professional, helpful, and courteous manner.

• Handle incoming phone calls and assist with customer inquiries.

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

• Implement solutions or escalate unresolved matters appropriately.

• Respond to client inquiries using both scripted and non-scripted answers.

• Document details of calls and messages accurately.

• Ensure access to and security of highly sensitive information.

• Refer client complaints to the relevant parties.

• Maintain protocol information derived from reference materials, memos, and training sessions.

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

• Identify, document, and notify the manager of trends in calls and communications.

• Keep detailed documentation files and update customer records accordingly.

• Attempt to convert clients who lose coverage through government agencies or third parties into private-pay clients and encourage reconsideration of cancellations.

• Identify root causes and suggest process enhancements.

• Maintain productivity and quality standards for projects.

• Participate in additional projects or duties as assigned.

⛳️ Requirements

• High School Diploma or GED is mandatory.

• No prior experience required (0+ years).

• An equivalent combination of education and/or experience will be considered.

• Self-motivated with the ability to work both independently and collaboratively in a team environment.

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

• Exceptional oral and written communication skills.

• Capable of managing multiple tasks simultaneously.

• Flexible with work hours and willing to work overtime when necessary.

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

• Reasonable accommodations can be made to assist qualified individuals with disabilities in performing essential job functions.

🏝️ 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.

• Flexible Spending Accounts for Health Care and Dependent Care.

• 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!