Specialist Retention
- 4221 W John Carpenter Freeway, Irving, TX
- 800 E Waterman Street, Wichita, KS
- Answer incoming commercial customer cancel phone calls and emails
- De-escalate and resolve escalated customer issues by applying empathy, listening, and probing to get to the root cause of customer concern in efforts to retain commercial customers.
- Communicate and partner with branch offices to resolve account issues and successfully reduce escalations and customer attrition.
- Maintain a professional, calm, and pleasant voice image at all times when communicating with customers.
- Must possess good decision-making skills, be very organized and detail oriented.
- Interpret and decipher contract terms in effort to renegotiate commercial customer contracts utilizing SOA and sound business decisions.
- Provide accurate and timely follow through on all customer inquiries or correspondence requiring research.
- Provide advanced support for immediate resolutions regarding billing, account review, account updates, and adjustments.
- Efficiently and accurately enter and maintain all customer account data and activity in appropriate systems.
- Ensure pending actions are worked accurately and efficiently with timely follow up with customers.
- Write correspondence to customers as necessary.
- Maintain schedule adherence for shift start, breaks, and lunches.
- Special projects as determined by management.
- Medical, Dental and vision insurance
- Paid Time Off
- 401(k) plan with company matching contribution
- Supplemental Voluntary Benefits
- Tuition Reimbursement
- Employee Referral Program
- High School Diploma or General Education Degree (GED)
- 3 years of customer service experience to include 1-2 years of retention/soft collections/sales experience and 1 year of alarm industry or call center experience.
- Knowledge of and a proficiency in using a computer and Microsoft Office applications (Word, Excel, Access, Outlook), and web browser
- Ability to read and interpret applicable documents, materials, policies, procedures, etc. as presented in English
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