Senior Customer Service Representative - Full-time / Part-time

Senior Customer Advocates work with clients identified from predictive analytics with pre-identified variables indicating a potential intent to cancel. Therefore, a unique, proactive, supportive, problem-solving style is required to be successful in this position.

DUTIES AND RESPONSIBILITIES

Specific duties include:

• Accept incoming calls from customer service to provide a more advanced level of retention.
• Responsible for outbound follow up calls to clients who through predictive analytics or self-reporting have a high likelihood of cancellation from the debt settlement program.
• Responsible for outbound calls as follow-ups to returned Net Promoter Score surveys where a detractor score or negative comment is present. This group of clients has a specified follow-up procedure with defined call and email attempts over a specific time frame.
• Responsible for outbound proactive calls to a specific group of clients that predictive analytics have deemed high-risk cancellation clients.
• Support Customer Service in contacting clients that are displaying detractor behavior via web/portal, Consumer Affairs, and various Century social media outlets.
• Assist Customer Service with inbound calls as necessary.
• Work with various departments in a professional manner to help resolve a client issue

KNOWLEDGE AND ESSENTIAL SKILLS

• Superior customer service skills that combine assertive communication, empathy, patience, self-control and active listening
• Organization - coordination and planning of tasks and activities
• Problem analysis and problem resolution at a high-functional level that includes the ability to offer creative solutions to tough problems
• Ability to be relatable
• Attention to detail
• Computer proficiency
• Excellent interpersonal, communication, and telephone skills
• Commitment to company values
• Knowledge of company products and programs
• Knowledge of and access to the Fair Debt Collection Practices Act desirable but not required

DESIRED STRENGTHS:

• Problem resolution
• Making a connection with new people
• Analysis for root reasons and causes
• Productive with a high drive
• Identify patterns and alternative paths

EDUCATION AND/OR WORK EXPERIENCE

Any equivalent combination of experience, education, and training that provides the required knowledge, skills, and abilities. Credit, Collection, Customer Experience and/or Customer Service experience preferred.

Century is one of the nation’s largest companies providing debt settlement services to consumers having trouble with their unsecured debts.

Our mission is to help each and every one of our clients resolve their debt in the shortest time possible and to perform in a way that we are extraordinarily responsive, innovative and professional. We do what we do to improve people’s financial lives. That’s our ‘WHY’ and the powerful cause that inspires us.

With core values directed by trust, experience and integrity, Century’s team has devoted itself to providing the best experience for our clients while working on their behalf to ensure their financial freedom. Our employee-focused corporate culture provides a benefit-rich and fulfilling work environment, supporting our employees with training to develop our customer experience skills and provide career development.

Century employees are recognized with peer nominated ‘Standing Ovation’ awards for going above and beyond to improve their client’s experiences. We also coordinate regular ‘Lunch with Leaders’ to facilitate an exchange of new ideas.

Our efforts are paying off. Century has won the 2017 & 2016 Temkin Customer Experience Excellence Award, became Certified as a Great Place to Work®, and was recognized as a Top Workplace by the Pittsburgh-Post Gazette. In 2017, we ranked No. 859 on Inc. magazine’s 36th annual Inc. 5000 and No. 8 for fastest growing financial services companies in Pittsburgh, on this same list. We also hold an A+ accreditation with the BBB and consistently receive top client Net Promoter Scores. If you are interested in joining our team, we are always looking for passionate, team-oriented individuals.

Century offers more than even what you’d expect from a great place to work.

• A unique culture that values diverse backgrounds and perspectives while emphasizing teamwork and a strong sense of partnership
• Compelling career growth, fostering support and flexibility to grow and to be your best
• Associates who care deeply about their clients, their communities and each other.

Please check out our current job listings in the Careers of our website.