Customer Service Retention Agent
Sykes Enterprises, Incorporated - Lakeland, FL

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Enhance performance of the current Outbound Sales team. Maintain client sales goals and quality standards consistently. Meet and exceed all standards set by the operations team.

Qualifications:

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or equivalent, or current student status. Post high school education preferred. Six months to one-year experience in customer support preferred. Working knowledge of supported operating systems, software, and hardware preferred. Understanding of troubleshooting processes, technology and tools preferred.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer product manuals. Ability to effectively present information and respond to questions from team managers, team members, clients, and customers. Ability to effectively document case notes and respond to customers in a written format (e.g. chat, email).

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms. The employee is regularly required to concurrently talk, hear, and use computer keyboard while responding to customer inquiries on the telephone. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.

ETHICS COMPLIANCE

Sykes Enterprises is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the Sykes Code of Ethics and Standards of Integrity.

Responsibilities:

Ability and motivation to make outbound sales calls to current and former Sirius XM customers.

Must have a high level of integrity when going after the sale, as well as, a strong drive to compete.

Ability to maintain an energetic, focused, and positive attitude through sale and retention call types.

Must be enthusiastic, and have excellent communication skills with a clear, respectful, and friendly speaking voice.

Must have a strong drive for continuous improvement in order to meet company goals and acquire incentives.

Possess creative thinking, being able to probe and think quickly for appropriate rebuttals.

Excellent interpersonal and decision-making skills

Must be able to effectively manage stressful situations, and create a positive working environment.

Adhere to all department/company policies and procedures. Maintain high level of confidentiality, sensitivity, and respect at all times.

Must be flexible to work during the current hours of operation, to include holidays and weekends when necessary.

Sykes Enterprises, Incorporated - 21 months ago - save job
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About this company
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Sykes Enterprises provides business process outsourcing services, IT consulting and IT-enabled services, such as technical support and...