North American Service Company Inc
We are looking for an individual who thrives in production-based call center environments. If you are driven, energetic, and a team player that is ready to bring customer service to the next level, we have a position for you. Come join our team. You'll handle member questions of all types and work to provide solutions for any member concerns.
All candidates interested in this job must possess the following:
Home Computer or a Laptop
High Speed Internet Access
Headset with Microphone
Ability to create a secure office space in your home
We are offering:
Immediate hire
Monday - Sunday flexible hours
Work from the comfort of your home
Primary Job Functions:
Primary role of the Customer Service / Retention Agent / Sales is to handle a high volume of calls in a professional and courteous manner. Calls come from a variety of sources and customers from across the United States. Our primary calls consist of:
Customer calls consist of a variety of questions regarding their current products and if they have coverage. Agents will utilize the systems available to access and determine if the customer is current on their coverage, if their credit card is updated, if they are an ACH or Echeck customer to verify if we have received their payments. Agents are expected to review the account, answer the customers questions.
Customer Service: Customer calls consist of general questions regarding their current products, coverage amounts, differences between their products. Agents are expected to review the account, answer the customers questions.
Retention: Customer calls consist of requesting to cancel their services and the expectation is that our Agents will attempt to save the customer and continue their services.
Sales: Customer calls consist of making outbound calls to prospective and existing customers. This position sells various upsells products maintaining a customer-focused approach on all calls, and maximizing the sales opportunities for all products by use of strong sales and up-sell techniques.
Job Responsibilities
Receive inbound retention calls from current customers in call center environment
Make outbound calls to current and potential customers in call center environment
Utilize proactive persuasive/retention skills to turn requests to cancel into save opportunities
Educate customers on membership features, offerings, billing and charges to retain customer
Acts with urgency to meet and resolve customers’ needs and problems
Exercise creative negotiation skills to motivate customers to use services
Ensures customer issue follow-up is completed on time and accurately
Qualifications
1+ years experience in call center environment preferred.
Excellent communication skills, both written and verbal.
Ability to connect with people, empathize with them and offer viable solutions to their concerns.
Proven ability to make effective decisions.
Demonstrated consistency in punctuality and attendance.
