Customer Service II - Full-time / Part-time

Job Summary

The Customer Service Representative II Retention is responsible for handling our inbound customer cancellation calls by answering inquires; determining requirements; understanding and resolving problems and fulfilling requests with a focus on retention and providing excellent customer care. Additionally, the Customer Service Representative II holds a high level of responsibility for testing different retention script variations to determine appropriateness and effectiveness.

Essential Duties and Responsibilities:

• Assigned to cancellation queues, focus on meeting customer needs and providing solutions to retain them
• Maintains customer records by accurately updating account information
• Develops expertise in product usage and uses appropriate strategies to provide solutions to meet their needs
• Increases product usage and customer satisfaction through demonstration and promotion of product features
• Adept at using retention strategies
• Committed to understanding each product’s benefits and exercises mastery and benefits to customers
• Motivates agents in a positive manner through sharing their knowledge, techniques and retention stories
• Works in conjunction with center leadership to embrace and extend retention strategies
• Demonstrated ability to extrapolate key principals to improve process and retention techniques
• Team oriented and a strong individual performer that shares best practices with other members
• Focused on meeting Quality Assurance requirements and other key performance metrics
• Other duties and responsibilities as assigned

Supervisory Responsibilities:

Not Applicable

Qualifications (Knowledge, Skills and/or Abilities):

• Knowledge of call center telephony and technology
• Good data entry and typing skills
• At least 2 years of customer service principle and practices
• Attention to detail
• Ability to be a team player
• Goal Oriented
• Passionate about helping others
• Flexible and able to adapt to changing priorities, including the ability to multi-task and juggle many competing priorities and deadlines

Competencies:

The Customer Service Representative II will be proficient in the following competencies as demonstrated through

experience, training, and/or testing:

• Have a positive attitude
• Must be able to meet and continue to meet requirements for specific skills, certifications or authorizations specified for the assigned site
• Knowledge of security operations and procedures
• Ability to carry out instructions furnished in written, oral, or diagrammatic form
• Ability to be an effective team member
• Ability to maintain professional composure when dealing with unusual circumstances
• Courteous telephone manner
• Ability to adapt to changes in the environment and organization
• Ability to write routine correspondence, including logs and reports
• Good organizational skills
• Good interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures

Minimum Education and/or Experience:

High school diploma or equivalent

Language Skills:

• Must have excellent written and verbal skills – English/Spanish a plus
• Communication and interpersonal skills