Customer Service Representative- Retention/Sales -
$11 per hour plus commission
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.
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
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.
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
Proficient in navigating multiple computer platforms.
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.
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!