The Customer Retention Advocate will provide exceptional customer service experience. Primary function is to work toward the prevention of account cancellations. Use of persuasion skills to retain members business. Strong sense of timing, discretion, flexibility and ability to address member issues.
? Answering inbound calls and making outbound calls with the purpose of retaining the members business. Determined to go the extra step to ensure members have the best experience.
? Use of effective negotiation skills to minimize the cancellation request. Resolve member concerns and investigate to find root of the issues.
? Saves, secures and converts member cancellation requests by providing ongoing education of our products, services and its benefits.
? Acquires in depth industry and company knowledge in order to make the proper decisions for the member.
? Perform other job-related duties as assigned
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
? Years of related experience required: 3 years
? Specific type of related experience required for this role: Call Center
Skills and/or Knowledge:
? Effective communication skills, verbal and written.
? Ability to multi-task.
? Excellent computer skills, interpersonal skills and ability to persuade others through indirect influence.
? Demonstrated capacity to thrive in a high volume call center environment.