Loyalty Workgroup Representative

Are you interested in taking your career to the next step with an industry leader? We have just the opportunity for you! We are a leading home services provider and due to our continued growth we are looking for personable and reliable individuals to serve as Customer Loyalty Representatives.

As a Customer Loyalty Representative, you will handle inbound and outbound customer service calls from an established customer base while answering questions and providing consultation on pricing, service plans and billing issues.

Since our focus is on providing exceptional customer care first and foremost, you will be empowered to do what it takes to help each customer. We offer competitive compensation and benefits for full time roles, as well as overtime opportunities during the busy winter season.

Responsibilities:

As a Customer Loyalty Representative, you will take incoming calls from our customers and make outbound customer. Above all, you will use your communication and active listening skills to provide customers with exceptional service.

Specific duties include:

- Resolve escalated customer issues that could lead to dissatisfaction and customer defection in a timely and accurate fashion.

- Educate customers on benefits of being a customer and on price plan options that best fit their needs in a fashion that ensures they renew/stay with and become advocates for our brand.

- Conduct outbound renewal calls to customers whose price plans are expiring with the intent of having them remain customers and renew their price plan.

- Contact customers identified as 'at risk' (will calls, follow-ups, 97s, degree day past due, etc.) to resolve any issues and ensure customer satisfaction and retention.

- Complete special outbound retention campaigns as assigned by local management.

- Properly document and track customer dissatisfaction and ensure the person(s) responsible to follow-up on customer issues perform the tasks necessary to properly satisfy customers.

- Work with local General Manager to identify areas that cause customer dissatisfaction and defection and work to solve/eliminate.

Requirements:

As a Customer Loyalty Representative, you must be pleasant and professional with an engaging personality and possess the ability to function equally well both independently and in a team environment. You must be detail oriented and focused, with a flexible and adaptable nature. It is also important that you display excellent verbal and written communication, interpersonal and active listening skills, along with the ability to interact effectively with both customers and coworkers.

Specific qualifications include:

- High school diploma or equivalent required.

- Minimum 6 months of customer service experience.

- Must have empathetic, caring and positive attitude in dealing with customers as well as co-workers.

- 1 year of sales or retention experience in competitive residential service industry strongly preferred.

- Excellent verbal and written communications skills and ability to understand interpret and convey financial and technical information effectively.

- Ability to resolve complex/escalated issues and be high energy, self-motivated and quick thinking.

- Schedule flexibility and ability to adjust and succeed in a rapidly changing fast paced call center environment.

- Possess the ability to confidently take ownership of a customer's issue and bring to resolution with an eye towards creating a customer advocate.

Benefits:

As a Customer Loyalty Representative, you will be part of an evolving organization that built its reputation on providing our customers with the best possible service. Our employees are one of the main keys to our continued success, therefore, we are committed to your professional development and you may find opportunities for advancement to roles of greater responsibility within our organization.

Your hard work and professional dedication will be rewarded with a competitive compensation and benefits package, including:

- Medical coverage (F/T staff)

- Dental coverage (F/T staff)

- Retirement Savings

- Plus more!

Build a rewarding career with an industry leader!

Apply now!

We are proud to be an equal opportunity employer, and are committed to a drug and alcohol-free workplace.

Pay Transparency In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.