In this role as a Bilingual Customer Retention Expert, you handle service cancellation requests, primarily inbound telephone calls. Your goal is to ensure the needs of the customer are addressed, service is delivered and the customer is kept updated on the status of their request.
The main duties you’ll perform in this role include:
Retain customers who are at risk of cancelling service by providing response and benefits of service based on the customer's reason for cancellation.
Learn and demonstrate up-selling techniques (where applicable) to promote additional services/products
Communicate company policies and procedures to customers.
Navigate company software programs, use web based search engines and troubleshoot customer issues
Escalate calls outside their scope to appropriate tier of Customer service support function
May be required to cross-train on other call types and lines of business.
Bilingual – proficiency in spoken and written English and Spanish required
Strong phone, computer, and data entry skills – land phone line required for this role (can be acquired from your local telephone provider once application is submitted)
Must be able to pass a criminal background check and technical requirements assessment of your computer and telephone equipment (equipment not provided for this role)
Previous customer service/ call center experience preferred
Minimum high school diploma or equivalent required
Schedule is subject to shift bid process and be able to work a flexible schedule
Work in a distraction free environment