Call Center Retention and Recovery Advisor

Job Description
Position starts on October 17th
JOB SCOPE :
The Retention and Recovery operations is designed to implement customer retention strategies to increase loyalty and retain business, as well as recover any funds due to the company after a protection plan has been cancelled. This role is expected to have a 50% collection rate and handle between 50-60 calls a day.
JOB SUMMARY :
Responsible for customer retention and recovering funds when applicable. Retention and Recovery efforts will be a combination of both Outbound and Inbound calling and includes interaction with customers choosing to cancel their product protection plan(s), which will require engagement to attempt to "save" the customer. This role will also coordinate collection efforts of monies owed to the company due to a cancelled protection plans.
REPORTS TO :
Team Manager, Sales & Service
Responsibilities/Skills/Experience Requirements
JOB DUTIES/RESPONSIBILITIES :

• Interacts with hundreds of customers each week across the country to promote products and services, recover funds, resolve support issues and ensure a best-in-class customer experience
• Offers targeted solutions based on customer need to prevent product cancellation through outbound and inbound calling
• Explains and reconciles customer disputes as they pertain to payment of outstanding balances that are due
• Establishes and maintains effective and cooperative relationships with customers
• Embraces and applies feedback in a quick turnaround to make the most impact on successful retention and recovery
• Provides feedback regarding interactions with customers and the end user experience
• Makes efforts to collect outstanding balances due to the company due to a cancelled contract term through inbound and outbound calling
• Attempts to "save" customers from cancelling their protection products by explaining benefits of the program(s) and tailoring solutions to meet the individual customer needs.
• Performs other duties as assigned

JOB REQUIREMENTS :

• High school diploma or equivalent
• 1-2 years of related experience
• 16 years of age or older

REQUIRED SKILLS :

• Schedule flexibility is critical to support different hours/days of calling
• Ability to perform in a fast paced environment, including multi tasking skills
• Must be able to apply reasoning and comprehension to deal with problems and complex situations, interpret and adapt to members needs and find solutions that may be outside of the standardized situations
• Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers
• Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
• Technical skills specialized in knowledge of the Microsoft suite (Excel, Word, PowerPoint, Teams), internet browsing and multitasking through various systems
• While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset
• Negotiating and influencing skills
• Ability to demonstrate self control by maintaining composure and keeping emotions in check even in difficult situations
• Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
• All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)

PREFERRED SKILLS :

• Trade or technical school certification or diploma
• Mechanical aptitude or knowledge in the repair of consumer appliance products

Additional Compensation Explanation
Hourly (H); Performance Range Plan (P); Base plus commission (C); California Commission Associates (Both C & D); paid hourly rate and may earn commissions and incentives