Customer Service Retention Agent

Job Description

Job Description

PAY: $22.00 / HR PLUS COMMISSION

JOB DESCRIPTION:

ARW Home is looking for a talented Customer Service Representatives to join our team in Boca Raton, FL. This position will handle Retention, Upsell or Billing/Collection calls. A CSR will play a fundamental role in achieving our Customer Service and Quality metrics. You must be comfortable making dozens of calls per day, and working in a professional manner with a customer first mindset.

Please do not apply if you do not have customer service experience.

Compensation:

Our compensation structure is designed so Customer Services Representatives can earn commissions and bonuses for retaining customers, upselling customers and collecting payments from customers! This position pays a competitive base pay of $22 per hour with an aggressive commission plan, bonuses and spiffs. The average annual earnings are $60,000. Base pay and commissions paid weekly.

Shift:

We operate Monday through Sunday 8am-6:00pm with alternating Saturdays as needed. You will be assigned a shift within these times at 40 hours per week. You must be available to work all hours of operations. Scheduled based on business needs.

Location:

This position is located in a call center in Boca Raton, Florida.

Responsibilities:

• Upsell current customer to see the value in addition products ARW has to offer.
• Retain current customer and resell them on the benefits of having a home warranty with ARW.
• Collect payments on pay due accounts.
• Resolve customers issues with top notch service so customers are happy to be an ARW customer.
• Perform a minimum of 120 daily outbound/inbound phone calls.
• Meet daily key performance indicators and monthly targets.
• Develop strong relationships with clients.
• Be a contributing member of the Team in revenue, culture, and brand image.
• Develop a complete understanding of our products and industry.
• Attendance/Punctuality - Is consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time.
• Inspire the trust of others; work with integrity; uphold organizational values.

Requirements:

• Minimum 1 year of customer service and sales experience.
• Proven track record of customer first mindset
• Problem-Solving - Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem-solving situations
• Demonstrates persistence and overcomes obstacles, measure self against standard of excellence
• Prioritize and plan work activities in an organized manner; time management skills; set goals and objectives
• Prolonged periods sitting at a desk and working on a computer
• Track record of over-achieving quota
• Strong phone presence and experience dialing dozens of calls per day
• Experience working with Salesforce.com or similar CRM
• Excellent verbal and written communications skills
• Strong listening and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Must type 30 words per minute with 80% accuracy
• Must be able to pass a background check and qualify for a Florida Telemarking license

Work Location: In Person

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance