Retention Agent

We are seeking motivated and conscientious individuals to fill Full-Time positions. This position is responsible for answering calls in an inbound call center environment. You will be required to address the needs of the caller by establishing rapport and building trust with professionalism and courtesy. In this position, you will not only be required to provide accurate information about products and services, but you must demonstrate the ability to recognize a sales opportunity by finding a need, recommending a solution, and closing the sale. You must demonstrate enthusiasm for the position while maintaining productivity goals of the department and meeting quality, sales, and customer service standards. We put a premium on personal integrity, teamwork, accountability, problem solving, a strong work ethic, excellent communication skills and winning.

Responsibilities:

  • Ability to sell the value of all our products
  • Ability to turn requests for cancellations into sales and save opportunities to increase revenue
  • Technical aptitude in Windows, Internet Browsers and email required
  • Ability to educate customers on product usage and benefits
  • Outstanding conflict resolution, problem solving and

negotiation ability

  • Respond to customers in a professional and positive manner
  • Handle constant call flow without rest between calls
  • Constantly operates a computer
  • Flexibility; scheduling is based on business/seasonal need
  • Maintain a positive work atmosphere, act and behave in a manner that promotes a positive experience for customers, clients, co-workers and management
  • Be ready for work every day at prescribed time; punctuality is a must
  • Promotes, sells, and upsells current customers on upgraded products
  • Enters subscriber data into the system, updating information as necessary (i.e. address changes, email addresses, subscription payments, complaints, starts, stops, vacation requests)
  • Maintains a thorough understanding of supported products and services
  • Must meet or exceed corporate key performance sales metrics
  • Maintains schedule adherence
  • Other essential tasks as assigned

Requirements:

  • High School diploma or GED equivalent required
  • Proven success working on a computer, navigating through multiple applications
  • Professional e-mail etiquette, strong written (typing) and verbal communication skills
  • Ability to sell the value of all our products
  • Ability to multi-task while handling customer calls
  • Technical aptitude in Windows®, Internet browsers, and email required
  • Ability to educate customers on product features and benefits
  • Outstanding conflict resolution, problem solving, and negotiation abilities required
  • Must be at least 18 years of age at time of hire

Here's what we have to offer:

We offer a competitive salary and career growth opportunities. We also offer you a comprehensive benefits package which includes medical, dental, vision, life insurance, short-term disability, long-term disability, Paid Time Off, Company Paid Holidays, employee discount program and domestic partner benefits. Our 401(k) is topnotch and contributions you make, up to the first 5% eligible for a 100% Company match!


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