Job Description

CUSTOMER SERVICE REPRESENTATIVE IV (PART-TIME)

JOB SUMMARY -

The Customer Service Representative IV is responsible for handling our inbound customer cancellation calls by answering inquiries; determining requirements; understanding and resolving problems and fulfilling requests with a focus on retention and providing excellent customer care. Additionally, the Customer Service Representative IV holds a high level of responsibility for testing different retention scripts variations to determine appropriateness and effectiveness.

ESSENTIAL DUTIES AND RESPONSIBILITIES -

➢ Assigned to cancellation queues, focus on meeting customer needs and providing solutions to retain them ➢ Maintains customer records by accurately updating account information ➢ Develops expertise in product usage and uses appropriate strategies to provide solutions to meet their needs ➢ Increases product usage and customer satisfaction through demonstration and promotion of product features ➢ Adept at using retention strategies ➢ Committed to understanding each product’s benefits and exercises mastery and benefits to customers ➢ Motivates agents in a positive manner through sharing their knowledge, techniques and retention stories ➢ Works in conjunction with center leadership to embrace and extend retention strategies ➢ Demonstrated ability to extrapolate key principals to improve process and retention techniques ➢ Team oriented and a strong individual performer that shares best practices with other members ➢ Focused on meeting Quality Assurance requirements and other key performance metrics ➢ Other duties and responsibilities as assigned

SUPERVISORY RESPONSIBILITIES -

Not Applicable

QUALIFICATIONS (KNOWLEDGE, SKILLS AND/OR ABILITIES) -

➢ Knowledge of call center telephony and technology ➢ Good data entry and typing skills ➢ At least 2 years of customer service principle and practices ➢ Attention to detail ➢ Ability to be a team player ➢ Goal Oriented ➢ Passionate about helping others ➢ Flexible and able to adapt to changing priorities, including the ability to multi-task and juggle many competing priorities and deadlines

COMPETENCIES -

The Customer Service Representative IV will be proficient in the following competencies as demonstrated through experience, training, and/or testing:

➢ Have a positive attitude

➢ Must be able to meet and continue to meet requirements for specific skills, certifications or authorizations specified for the assigned site

➢ Knowledge of security operations and procedures

➢ Ability to carry out instructions furnished in written, oral, or diagrammatic form

➢ Ability to be an effective team member

➢ Ability to maintain professional composure when dealing with unusual circumstances

➢ Courteous telephone manner

➢ Ability to adapt to changes in the environment and organization

➢ Ability to write routine correspondence, including logs and reports

➢ Good organizational skills

➢ Good interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures

Minimum Education and/or Experience:

High school diploma or equivalent

LANGUAGE SKILLS -

➢ Must have excellent written and verbal skills – English/Spanish a plus ➢ Communication and interpersonal skills

MATHEMATICAL SKILLS -

Skill level necessary for position

PROBLEM SOLVING/REASONING ABILITY -

As required to perform essential job duties and responsibilities

COMPUTER SKILLS -

Proficient in relevant computer applications

CERTIFICATES, LICENSES, REGISTRATIONS

Not Applicable

Competitive Salary

Monthly Bonus

Company Description

People Connect Customer Care is a leader in providing customer support and business for companies looking to create an external customer service platform. We provide an array of sophisticated customer service solutions to a variety of companies, from web-based membership companies to financial services enterprises. We pride ourselves in providing flexible, high quality customer support solutions with an emphasis on inbound technical support and customer service. In our San Diego office, we provide our services through multiple communication channels encompassing phone, e-mail and social media.