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Bilingual Customer Retention Specialist

Company: American Residential Warranty
Location: Boca Raton
Posted on: September 17, 2022

Job Description:

Compensation:We offer an very competitive compensation package for experienced Customer Retention experts! Use your sales and customer service skills to educate our customers on the value of our service and other offerings.Hourly rate plus commissions, bonuses, and spiffs. Total compensation between $35,000 - $60,000ARW is looking for a Call Center Retention Specialist that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, retaining customers and keeping customer satisfaction at the core of every decision and behavior.Job Responsibilities: Manage large amounts of inbound and outbound calls in a timely manner. Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives. Makes outbound follow-up calls to customers to inform them of new products/services or upsell them on enhanced packages. Retain customers who are considering downgrading or disconnecting services. Build sustainable relationships and engage customers by taking the extra mile. Seize opportunities to upsell products when they arise. Keep records of all conversations in our call center database in a comprehensible way. Achieve or exceed monthly Key Performance Indicators (KPI's) to improve retention rates and goals. Accurately utilize phone software (Five9), Customer Relationship Database (CRM) and follow scripts appropriately. Participate in training and other learning opportunities to expand knowledge of position. Adhere to all company policies and procedures. Assist with other projects as needed.Requirements: Previous experience in a customer support role. Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Strong problem-solving and conflict resolution skills. Track record of over-achieving quota. Customer focus and adaptability to different personality types. Proficient with Microsoft Office. Bilingual (Spanish). Strong background in call-center environment and sales focused. Must qualify for a Florida telemarketing license.Shift:Monday - Friday 8am-8pm. Mandatory every other Saturday. (shift schedules are based on seniority and availability)Job Type: Full-timePay: $35,000.00 - $70,000.00 per yearBenefits: 401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Paid training Vision insuranceSchedule: 8 hour shift Holidays Monday to Friday Weekend availabilitySupplemental pay types: Bonus pay Commission payAbility to commute/relocate: Boca Raton, FL 33431: Reliably commute or planning to relocate before starting work (Preferred)Work Location: One location

Keywords: American Residential Warranty, Boca Raton , Bilingual Customer Retention Specialist, Other , Boca Raton, Florida

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