The Retention Customer Care Representative will be responsible for providing professional and quality service to client customers by utilizing strong verbal and written communication skills and effective telephone techniques regarding membership. The successful candidate will analyze and resolve member issues in a timely and accurate fashion, support client products and brands, drive customer retention, and document customer interactions into internal and client systems.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Demonstrate the ability to represent client's brand in a positive manner and provide outstanding customer experiences
Follow pre-established retention call flow to maximize client revenue
Review customer subscription details, establish rapport, and retain membership and revenue
Maintain a balance of customer satisfaction while retaining revenue for the client
Ensure accuracy and consumer satisfaction by having attention to detail
Utilize technology to create and retain consumer data and records
Serve as company ambassador delivering quality product information and assistance
Establish and develop relationships with clients and co-workers
Demonstrate excellent communication and computer skills
Identify process improvement opportunities and recommend solutions
This job has no supervisory or leadership responsibilities.
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.
- Customer focused with a high level of enthusiasm and a positive attitude
- Strong retention skills and the ability to follow a defined retention call flow
- Proven track record of reliability
- Excellent time management skill and keen attention to detail
- Must possess strong written and verbal communication skills
- Excellent listening skills and problem solving ability
- Posses high level of confidence, desire to succeed, and assertiveness
EDUCATION and/or EXPERIENCE
High school diploma or equivalent degree (HSED, GED) required; minimum 1 year of customer service, sales and/or membership retention call center experience required.
TECHNOLOGY SKILL BASE
This position requires a working knowledge of computer technology that includes, but is not limited to: Word, Excel, Power Point and Microsoft Outlook. Must have the ability to work on a PC, accessing multiple software applications in a Windows environment. Must possess the ability to learn and understand new software and other technology applications as introduced by Client and Alta Resources.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Ability to read, analyze, and interpret common professional, scientific and technical journals, business periodicals, financial reports, legal documents, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
While performing the duties of this job, the employee is regularly required to sit and stand for up to eight hours. Manual dexterity which allows the individual to use hands to type on a keyboard, use a mouse and write are required, as is the ability to talk, and hear. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The environment for which this position functions contains scents and fragrances related to product samples that are necessary to have on site in order to complete the essential job functions of this position or others positions within the same area. Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.
Alta Resources - 17 months ago
About Alta Resources
In 1982, CEO Jim Beré started the first teleservices company for consumer-packaged goods. Just five years...