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Account Retention Rep. (Part-time): Atlanta Journal-Constitution
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Account Retention Rep. (Part Time) - The Retention Specialist is responsible for performing outbound and inbound customer contact functions in the contact center. The rep will support the customer service function of the operation by intervening in subscriber cancellations and stops. They will utilize the dynamic stop queue and may also handle transfers from offsite reps, other departments and through e-gain (via email). This position may also offer assistance in acquiring renewal payments from subscribers.
Responsibilities: Preventing and intervening in subscriber cancellations and stops through proactive contact with current and former subscribers. Performing necessary sales, renewal and some customer service functions for subscribers including accurately documenting systems while following specific department/company guidelines and protocols. Meeting quality assurance standards in this function. Contact customers as necessary to obtain renewals, collect past due balances, skillfully handle general subscriber issues, routine service issues and account transactions. Demonstrate knowledge and understanding of company products and services. Communicate empathetically and effectively with customers and remain composed in difficult situations. Meet or exceed established stop save requirements and metrics.
Qualifications: High School Diploma or GED, 3 yrs Sales, Retention or Customer Service Experience, Data Entry, Excel, Word, DISCUS. Excellent written and verbal communication skills. Sales and communication skills are required. Candidates should be well organized and adaptable and flexible in a fast paced environment. Candidates should have excellent problem solving skills including the ability to ask questions, gather information, make sound decisions and recommend solutions. Candidates will have previous sales, retention or customer service experience. Candidates should have excellent written and verbal communication skills including a familiarity with email etiquette, Microsoft office applications. Candidates must demonstrate a high level of systems expertise in DISCUS and e-gain system functions.
Hours: 3:00 p.m. - 8:00 p.m. (M-F) 9:00 a.m. - 1:00 p.m. (every other Saturday)
Apply & See job listing > From hotjobs - 01/08/2010
