Customer Care Representative - Remote

Job Description

The Customer Care & Retention Representative is responsible for facilitating and resolving customer service issues. Representatives are to handle customer requests for cancellation and attempt to retain their business at the first point of contact using the tools and training provided by SquareTrade. The individual must consistently demonstrate self-motivation and initiative to enhance individual performance and improve company efficiency.

• Primary responsibility is to use problem solving and communication skills to educate and retain customers at or above Team expectation levels
• Acknowledge, evaluate and appropriately handle all incoming calls, chats and email in a fast paced setting
• Offer upgrades, add-on sales and cross-marketing promotions
• Provide scheduling support for customers and technicians
• Convey interest in each customer through courtesy, attentive listening, friendly and caring image
• Apply job knowledge to provide accurate and up-to-date information on billing and service matters
• Guide customer service related issues to resolution
• Consistently meet productivity goals
• Other duties as assigned

Qualifications

• Goal oriented and metric driven to meet both personal and Team goals
• Must be strong willed and determined with the ability to focus on the positive.
• Ability to learn and adapt to new technology and concepts in a fast paced environment
• Outstanding communications, multi-tasking, time-management skills, excellent attention to detail and ability to learn continuously changing service operations
• Proficiency in Microsoft Office applications
• Minimum 1 year of customer service experience within a call center environment required.
• Experience working within a remote environment preferred
• Previous sales and retention experience highly desirable
• Flexible night and weekends required

• A dedicated and quiet workspace
• High speed Internet access (Cable or FiOS)
• Dedicated phone line – No VOIP or cellphone
• Ability to speak with and interact with customers over the phone for a period of up to 10 hours.
• Ability to type on a keyboard and use a computer mouse for a period of up to 10 hours.
• Ability to be a sedentary role sitting at a desk for a period of up to 10 hours.
• Visual acuity and can use a computer monitor with multiple windows.

Additional Information

• Not feeling stuck! This team has exposure to many different parts of the business, making transitioning easywe work on developing careers based on what people enjoy!
• Competitive salaries, Benefits (Medical, Dental, Vision), PTO, 401k matching
• Respect for your work-life balance
• A paid volunteer day to give back to the community

The Team:http://www.squaretrade.com/leadershipSquareTrade is an Equal Opportunity Employer

The candidate(s) offered this position will be required to submit to a background check, which includes a drug screen.