Retention Specialist- Work at Home

Now Accepting Applications from the following States:

Alabama, Georgia, Louisiana, Mississippi, and South Carolina

Rate of pay: $16.00 per hour

The Retention Specialist is responsible for handling service cancellation requests, primarily inbound telephone calls, in a prompt, courteous, and efficient manner; ensuring that the needs of the customer are met, service is rendered and the customer is kept appraised of the status of their request.

As a Retention Specialist, here’s what you can expect to do:

• Retain customers who are at risk of cancelling service. Provide rebuttals and benefits of service based on customer’s reason for cancellation.
• Address customer complaints with the goals of increasing satisfaction and retention rates. Exercise creative negotiation and sales techniques to motivate customers to continue using Asurion services.
• Provide interpersonal skills, excellent customer service, empathy, ability to solve problems, typing, ability to handle rejection and ability to meet retention goals.
• Learn and demonstrate up-selling techniques (where applicable) to promote additional services/products
• Utilize call center technology to input, track, and report customer issues.
• Navigate company software programs, use web based search engines and troubleshoot customer issues
• Perform select overrides (manual enrollment date holds , airtime, loss date, purchase date remove based on updated responsibilities )
• Follows directives from Call Center Management (Coaches, Managers, etc.)

Here’s what you’ll bring to the team:

• High school diploma or equivalent
• 1 year Customer service experience (preferred call center experience)
• Ability to retain knowledge- Learns and memorizes product information and customer information
• Attention to Details - Provides care and attention to every customer issue.
• Friendly, Professional, Respectful – Projects a warm and friendly demeanor, exhibits professionalism and respect. Skilled in politely addressing customers, showing patience and empathy in resolving customer concerns
• Flexible - Ability to meet the needs of each customer, adapting and flexing to customer needs and business needs, accordingly
• Organization – Multitasks with speed and accuracy
• Problem Solving – Ability to efficiently resolve issues and meet customer expectations while maintaining a standard of quality customer service
• Dedication- Reliable track record in attendance and performance
• Ability to spend 4-8 hours per day sitting and working at a computer in a call center environment (noise levels, using headset 90% of the time)
• Computer literacy (type 25-35 words per minute and learn call center software)
• A passing hiring assessment (soft skill scenario modeling and product knowledge)
• Working knowledge of (or ability to learn) multiple hardware platforms and operating systems (Windows, Android, Blackberry OS, Apple iOS, wireless technology, wireless equipment and applications)
• Bilingual skills are a plus
• Ability to achieve sales and customer experience goals and objectives
• This is a sales role, team members in this role have sales activity goals that must be met to be successful

Work at Home Requirements:

• Required that employees work in a distraction-free workplace and is ergonomically set to meet the company’s standards
• Must meet minimum internet speed requirements: 10 Mbps download speed / 5 Mbps upload speed
• Must have a hard-wired internet connection (Wifi or Hotspots are not allowed)

The only thing we’re more passionate about is our people.

At Asurion, we value team success and create a rewarding and collaborative work environment where each employee can maximize their talents and contributions. We provide a fun and casual work environment and comprehensive benefits package that includes medical, dental & vision health coverage, vacation time, holiday pay, 401k plan.

About Asurion

At Asurion, every one of us is a leader, from individual contributors to the senior team. We utilize our 5 Leadership Principles to help align and guide us in our everyday interactions.

• Put Customers First
• Play A Team Sport
• Take Ownership
• Collaborate and Then Commit
• Reach Full Potential

Asurion helps more than 300 million people around the world unlock their technology’s untapped potential. We create innovative technology solutions that help keep consumers connected, from comprehensive protection to smart tech help that redefines expertise. Partnering with leading wireless carriers, retailers and pay-tv providers, Asurion’s 17,000 employees deliver a seamless, award-winning customer experience, anticipating their needs and providing tailored services reachable within one touch.