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Bilingual Customer Service-Retention/Sales

Customer Service Representative- Retention/Sales

Bilingual representatives needed - English/Spanish preferred

             $11 per hour plus commission

General Purpose:

Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.  Handle customer  complaints, process orders and customer retention.

Job Responsibilities:

Present, promote and sell products/services using solid arguments to existing and prospective customers

Recommends changes in products to fit customer needs.

Resolve product and service issues.

Resolves customer complaints by investigating problems and developing solutions.

Handle high inbound call volume.

Provide an excellent customer experience by being courteous, knowledgeable and professional.  Professionally handle escalated calls on occasion.

Respond to customers’ questions and concerns

Use retention tools to discourage customers from cancelling.

Use product knowledge to upsell and cross sell other products.

Provide information about products and services.

Take orders, calculate charges, and process billing or payments

Review or make changes to customer accounts

Record details of customer contacts and actions taken

Deal directly with customers by telephone

Respond promptly to customer inquiries

Handle returns and resolve customer complaints

Obtain and evaluate all relevant information to handle product and service inquiries

Provide pricing and delivery information

Set up new customer accounts

Keep records of customer interactions and transactions

Record details of inquiries, comments and complaints    

Job Expectations:

To utilize client specific training and scripting to complete assigned tasks;

Use retention tools to deter customers from cancelling accounts.

Use sales tools to cross sell customers other related products.

Adhere to the client specific guidelines for compliance, retention and sales.

Provide an excellent customer experience on all calls.

Uphold all company policies and procedures including but not limited to; attendance, punctuality, and/or behavior requirements as outlined by CUORE.

 

Key Competencies:

Interpersonal skills

Communication skills - verbal and written

Active listening skills

Problem analysis and enhanced problem-solving skills

Attention to detail and accuracy

Data collection and ordering

Customer service orientation

Adaptability

Initiative

Stress tolerance

Proficient in navigating multiple computer platforms.

Reliable

 

SKILLS/QUALIFICATIONS:

Excellent phone etiquette and articulate communication skills;

Demonstrated ability to swiftly answer Frequently Asked Questions;

Basic computer skills; coachable personality; service-oriented nature.

Critical thinking/Problem Solving abilities

High school diploma or equivalent

Must have a reliable means of transportation to meet the flexible scheduling requirements and attendance policy guidelines;

Telemarketing/Customer Service experience.

 

PREFERRED QUALIFICATIONS:

At least 6 months experience with Retention.

At least 6 months experience in Sales

Experience in Call De-escalation

*BILINGUAL: English/Spanish preferred

 

Must be available to work shifts between:

Monday - Friday 9am-9pm (swing shifts between these times). Saturday 11am - 5pm; OFF Sundays & 1 Day during the week.

NO RECRUITERS PLEASE!


 


 


 

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