Customer Retention Representative
🕒 June 29
🗣️🇪🇸 Spanish Required
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📋 Description
• Improve customer retention by handling customer concerns and escalating issues as needed. • Ensure all efforts are made to retain existing students and prevent cancellations. • Perform outbound calls and interactions by e-mail to uncover customers' needs, offer solutions, resolve concerns, and prevent cancellations. • Provide immediate follow-up on customer complaints/concerns. • Use specialized offers and tools to retain customers and escalate issues requiring extensive problem-solving. • Resolve problems regarding billing and process customers' payments. • Exceed customer satisfaction, efficiency metrics, and issue resolution targets. • Accurate entry of customer information into the database. • Simultaneously navigate multiple software applications and technologies. • Work with the finance department.
🎯 Requirements
• Bilingual (English/Spanish) is a must. • Good home office working environment (quiet space, high-speed internet connection, ability to activate webcam at all times) • Excellent communication and relationship-building skills. • Knowledge and ability to cope with and resolve escalated customer service issues. • Sense of Urgency. • Strong problem-solving and conflict skills are a must. • Strong attention to detail, ability to follow directions, and ability to work independently. • Ability to effectively multi-task. • Regular and reliable attendance. • Experience in a call center environment is a plus (training will be provided). • Proficiency with computers is an advantage along with an aptitude to learn our phone and database systems. • Mathematical skill is required to calculate figures and amounts such as discounts, proportions, and percentages. • Negotiation skills.
🏖️ Benefits
• Competitive pay based on experience with additional financial incentives
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