CUSTOMER SERVICE REPRESENTATIVE (RETENTION)

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Customer Service Representative (Retention)

SUMMARY

The Customer Service Retention Specialist duties include handling many inbound and outbound retention calls to and from customers, listening to customers' needs or issues and providing helpful solutions to their problems in a timely manner. The representative will act in a hybrid role as a liaison between customer service and the Account Management team, The representative must have an outgoing and positive demeanor, a positive work ethic, and have a record of accomplishment of working well with others in a team environment.

Trilogy offers Competitive pay plus incentives with paid-time off and amazing benefits, including access to medical, dental, vision insurance, company-paid life and disability, 401(k) savings plan with company match, and other wellness offerings. Pay is based on experience and qualifications.

PRIMARY JOB DUTIES/RESPONSIBILITIES

• Answering or making calls to clients to learn about and address their needs, complaints or other issues with products or services
• Responding efficiently and accurately to callers, explaining practical solutions, and ensuring that clients feel supported and valued
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other customer service team members based on trust and reliability
• Utilizing software, databases, scripts, and tools appropriately
• Understanding and striving to meet or exceed customer service center metrics while providing excellent consistent customer service
• Making sales or recommendations for products or services that may better suit client needs
• Working as an escalation point for customers requesting to cancel services
• Ability to understand and explain customer contracts
• Taking part in training and other learning opportunities to expand knowledge of company and position
• Adhering to all company policies and procedures
• Other duties as assigned

QUALIFICATIONS & SKILLS

• High school diploma or equivalent; higher degree in a relevant discipline preferred
• 3-5 years of customer service experience
• Exceptional customer service, active listening and verbal and written communication

Skills, professional phone voice

• Understanding of company products, services, and policies
• Proficiency with computers, especially with CRM software and strong typing skills.
• Ability to ask prying questions and diffuse tense situations
• Strong time management and decision-making skills
• Prior Account Management or customer lifecycle management skills desired
• Adaptability and accountability
• Fluency in multiple languages desired

EXPECTED HOURS OF WORK

• Able to work an agreed upon standard schedule
• Additional hours as job duties demand

TRAVEL - OTHER

• Must have a current, valid driver's license
• Able to be insurable under our company's liability insurance policy

WORK CONDITIONS

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Environment & Physical Effort

• Able to work in an office environment
• Able to maintain focus and analyze data
• Able to sit and use a computer for extended periods of time
• Able to speak and communicate proficiently
• Routine physical exertion: standing, walking

Other Duties : Please note this is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EOE