Retention Specialist

SUMMARY OF POSITION:

The Retention Sales & Customer Service Representative receives, and processes calls from customers, serves as the point of contact for customers, and resolves customer issues. This role will also require reaching out to customers to help retain business as well as troubleshoot challenges they may have. Collaborates with a team of customer service representatives to meet overall call center objectives and enhance the customer service function to exceed our customers' expectations. This position also works closely with management and municipality contacts to ensure compliance with our contract with them. Helping to improve service & assist with overall performance of service & delivery to the customers.

Requirements:

QUALIFICATIONS:

- Ability to handle a heavy volume of calls in a professional and efficient manner

- Excellent verbal, written and analytical skills

- Computer proficiency in MS Office and strong typing Skills,

- Ability to multi task.

- Ability to react well under pressure and treat others with respect

- Ability to identify and resolve problems in a timely manner

- Ability to Prioritize and plan work activities

- Ability to work efficiently and effectively, both independently and as a team to ensure exceeding the call center's standards.

- Ability to balance team and individual responsibilities and help build a positive team environment.

- Ability to adapt and deal with frequent changes in the work environment, manage difficult or emotional customer situations and respond promptly to service.

Special Considerations/Physical Work Requirements: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, driving, etc.)- most of the work day;

- Required to exert physical effort in tasks that involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight handling objects less than 25 pounds- rarely;