Retention Customer Service Specialist

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 inbound and outbound customer communications.

• Utilize web-based tools to address customer inquiries.

• Manage and respond to customer questions effectively.

• Deliver exceptional customer service through attentive listening.

• Handle confidential customer data with care.

• Strive to resolve issues during the initial call.

• Interact appropriately with customers.

• Address and de-escalate customer concerns.

• Escalate interactions when necessary.

• Monitor call-related information for auditing and reporting purposes.

• Provide feedback regarding call-related issues.

• Upsell products or services as needed.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• 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.

• Comfortable using desktop computer systems.

• Basic knowledge of Windows-based systems.

• Customer service and/or sales experience is preferred.

• College degree is preferred but not mandatory.

• Ability to adhere to established procedures.

• Capability to collaborate effectively with team members, supervisors, and support departments.

• Excellent communication, listening, and analytical skills.

• Strong organizational and problem-solving abilities.

• Ability to prioritize tasks and perform well under pressure.

• Willingness to work within a structured schedule featuring various shifts.

• Strong critical thinking skills.

• Dedicated workspace close to the router for a hardwired Ethernet connection.

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

• ISP latency must be under 50ms.

• Internet connection cannot be satellite, mobile data, P2P, or VPN.

• Proof of internet speed is required.

• Must reside in one of the eligible states: Alabama, Arkansas, Arizona, Connecticut, Delaware, Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, Mississippi, Montana, North Carolina, North Dakota, Nebraska, New Hampshire, New Jersey, New Mexico, Nevada, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Vermont, Wisconsin, West Virginia, or Wyoming.

🏝️ Benefits

• Comprehensive health benefits, potentially including medical, vision, and dental coverage.

• Access to Employment Assistance Programs.

• Health and personal time off (HPT).

• Leave programs as eligible.

• Competitive 401(K) plans.

• Life insurance coverage.

• Supplemental medical coverage.

• Critical care insurance.

• Pet insurance options.

• Flexible Spending Account (FSA) plans.

• Discounts at various retailers.

• Opportunities for career advancement.

• An inclusive and diverse workplace culture.