Inbound/Outbound Retention Representative

Job Summary

Responsibilities

• Interface with customers in a call center environment
• Must achieve daily, weekly and monthly quotas set up by management
• Retain existing customers while providing exemplary customer service
• Provide customers with a vast knowledge of information; i.e. products and services, rates and benefits
• Provide alternative pricing options and other retention offers to maintain existing customers
• Required to know benefits and features of products and services
• Accurately identify customer accounts to effectively determine the product(s) and pricing eligibility
• Navigate through multiple systems in a timely manner
• Perform data entry tasks associated with a customer's account
• Complete all commitments offered to customer in a timely manner; i.e. call backs and rate adjustments
• Must follow all guidelines set up by company
• Use training and educational tools to enhance customer service/retention skills
• Actively participate in team meetings and activities
• Perform other assigned duties and tasks necessary to support the Customer Relation Team

Qualifications and Skills

• Handle inbound and outbound retention calls with the goal of resolving customer concerns and preventing cancellations.
• Apply approved retention offers, including price reductions, accurately and consistently while following eligibility guidelines.
• Resolve billing concerns, service issues, device troubleshooting, and cancellation escalations with professionalism, empathy, and active listening.
• Accurately code cases to ensure the documented reason aligns with the customer's actual concern and call transcript.
• Meet or exceed established individual save-rate, quality assurance, productivity, and compliance targets.
• Thoroughly document customer interactions and maintain accurate, up-to-date records in the case management system.
• Escalate complex concerns, including BBB, Consumer Affairs, social media, and Voice of Customer complaints, according to established workflows.
• Follow all call-handling procedures and retention guidelines while avoiding call-avoidance behaviors.
• Maintain a high level of professionalism, customer service, and phone etiquette during every customer interaction.
• Demonstrate strong listening, problem-solving, and de-escalation skills when handling challenging customer situations.
• Manage multiple priorities effectively while maintaining accuracy and attention to detail in a fast-paced environment.
• Work independently while contributing positively to a collaborative and supportive team environment.
• Maintain proficiency with CRM, telephony, case management, Microsoft Excel, Word, Outlook, and other required systems.

Preferred Qualifications

• Experience in a retention, sales, or win-back role.
• Familiarity with billing systems and payment/discount processing.
• Track record of meeting or exceeding save-rate and quality targets.
• Experience supporting healthcare, medical-alert, or subscription-based services.

Salary and Benefits

• Unlimited Earning Potential (top agents earn up to $60,000!)
• Incentive opportunities and frequent contests
• Ongoing Training and Career Development
• Full medical, dental, life and disability insurance plans that can be tailored to your specific needs and the needs of your family
• Paid Time Off
• Connect America is a drug-free workplace and an Equal Opportunity Employer. We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.