Customer Experience Representative, Retention Services
New
Based in United StatesFull-TimeEntry
SalaryBase pay of approximately $16.00 per hour. Opportunity to earn a 5% quarterly bonus and uncapped monthly sales commissions based on performance.
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Job Details
- Experience
- 0-2 years
- Required Skills
- Communication SkillsProblem SolvingCustomer serviceTime ManagementRelationship buildingActive listening
Requirements
- High school diploma or GED required.
- 0-2 years of relevant work experience; customer service, sales, or contact center experience is a plus.
- Strong verbal and written communication skills with the ability to engage customers professionally across multiple channels.
- Excellent relationship-building and interpersonal skills with a customer-first mindset.
- Ability to actively listen, demonstrate empathy, and de-escalate challenging customer situations.
- Strong problem-solving skills with the ability to evaluate customer needs and recommend appropriate solutions.
- Comfortable using multiple technology platforms and learning new systems quickly.
- Ability to multitask in a fast-paced, structured, and high-volume environment.
- Strong accountability, resilience, self-motivation, and adaptability.
- Ability to meet performance goals while maintaining quality and professionalism.
- Flexibility to work variable schedules, including evenings, weekends, and overtime when required.
Responsibilities
- Engage with customers through phone, email, SMS, eChat, or other communication channels to address inquiries, concerns, and service requests.
- Retain customers by understanding their needs, identifying reasons for cancellations or service changes, and presenting personalized solutions.
- Build trusted relationships through active listening, empathy, professional communication, and effective problem resolution.
- Take a consultative approach to customer interactions by identifying opportunities to enhance services, recommend relevant solutions, and increase customer value.
- Explain product features, benefits, and available options while demonstrating strong knowledge of offerings and competitive advantages.
- Support customer satisfaction and retention goals by resolving complaints and creating positive experiences.
- Navigate multiple systems and tools, including billing platforms, knowledge bases, and technical resources, to provide accurate support.
- Educate customers on self-service options and digital tools to improve their overall experience.
- Achieve established performance goals, quality standards, and sales-related metrics.
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