Customer Retention Specialist

LOOKING FOR A COMPANY THAT VALUES YOUR POTENTIAL?

What’s in it for you?

• Start with the paycheck: Customer Service Retention Specialist are paid hourly in addition to monthly incentives, plus free television service.
• A full-time position with full benefits that include medical, dental, vision and paid vacations

Career possibilities:

You will have the chance to round out your experience with training on the latest technology, devices, and our entire lineup of products, services and promotions.

 Customer Service Retention Specialist

• Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
• Offers alternative solutions where appropriate with the objective of retaining customer’s business.
• Handles business transactions about activation of new customer accounts on a computer terminal.
• Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar.
• Makes financial decisions to protect/collect revenues and adjusts customer accounts.
• Required to achieve a sale quota. Has broad working knowledge of practices and operations and demonstrates continued and consistent proficiency in most of the skill sets utilized.
• May assist in training new employees.
• Performs other duties as assigned by management.

GENERAL DUTIES:

The essential functions listed below are duties performed by this job title. Duties generally include but are not limited to the following:

• Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas
• May be required to work in one or multiple queues/skill sets over various customer contact channels
• Responsible for improving customer retention through programs and service provided to the customer
• Utilizes mechanized systems to initiate and complete service orders and handle customer requests
• Continually maintain working knowledge of all company products, services and promotions
• Make recommendations according to customer’s needs on features, accessories, upgrades and rate plans
• Utilize operational systems to process purchases of products and services; i.e. collections, payments for Wireless bills and accessories

TRAINING:

• Classroom paid training
• On-the-job paid training

SPECIAL JOB REQUIREMENTS:

• Specific job assignments may require day, evening, weekend or holiday hours. Overtime may be required
• One-year customer service work experience preferred. Excellent communication and computer skills

Hiring Event!!

 Sutherland will be recruiting “live” on Monday, February 11th from 10 am – 12 pm at RochesterWorks located on 255 North Goodman Street, Rochester NY 14607.

If interested, please make sure to come in and meet Sutherland recruiters in person for an opportunity to be pre-screened.