Customer Service & Retention Agents

Role Summary

Receive inbound calls.

Apply skills to minimize order cancellation and maximize customer retention/service activation.

Apply skills to maximize customer satisfaction indicators, including quality assurance scores.

Up-sell qualified customers to increase the level of service or equipment provided.

Computer data entry and call follow-up documentation.

Requirements

Education and Experience

High School degree or GED (required)

1 year or more strong sales or retention experience (preferred)

Knowledge, Skills and Abilities

• Demonstrates personality/character that can create personal connection/bond with the customer.
• Proven ability to fully engage customers in job-related conversation to deliver high levels of customer service and satisfaction while minimizing customer effort.
• Strong ability to probe for and identify the root causes of the customer dissatisfaction driving the calls.
• Ability to proactively overcome situational hurdles and customer objections to retain customer business and ensure service activation.
• Ability to work in a team environment using computer-based tools, floor support and lead escalation to find and implement solutions.
• Ability rapidly become knowledgeable of a variety of evolving product services.
• Moderate computer experience.
• Good understanding of business acumen and expectations; attendance norms, dress code and business conduct.

Benefits

We look forward to receiving your application!All your information will be kept confidential according to EEO guidelines.

About the Company

Our clients include top-tier, brand name companies in electronics, wireless services, and other consumer products industries. You will provide their customers with information and technical support for client products or services. Your job is all about simple to complex research and problem resolution so that our clients’ customers fully utilize and value the product they’ve purchased. Interaction with customers is primarily phone-based via incoming calls. Whatever the mode of interaction, you will need to come across with clear, effective verbal and written skills and a friendly, upbeat style.