Customer Retention Representative

We are partnered with the leading provider in Third Party Customer Service for Utility Companies across the country and we are looking for some stellar Customer Retention Representatives! This is a great opportunity to dictate your own income with an uncapped bonus structure, all while helping people across the country transition into their new homes. As a Customer Retention Representative, you are responsible handling inbound and outbound calls to pre-existing customers and working on retaining their business as well as upselling them on new home warranty services. The ideal candidate will carry experience in customer care and should have a proven background in building customer relationships.

REWARDS:

• $17.25/HR paid weekly
• Time and a half compensation for every hour over 40 worked each week.
• Uncapped bonus eligibility upon completion of training (Average range between $600-$1000 a month, but sky is the limit!). Total first year earnings averaging between $50,000-$55,000.
• Supportive management and ample opportunity for advancement

REQUIREMENTS:

• This is an in-office role. You will be required to work full-time in the Naperville office

• Minimum of 1-2 years of experience in a Call Center environment with a focus in customer retention.

• Excellent client or customer service skills to successfully assist and interact with customers, members, and associates.

• Strong problem-solving and conflict resolution skills

• Proficient typing and computer application skills

• High School Diploma or GED required

• A 10-panel drug screening and comprehensive background check will be required upon offer

PREFFERRED:

• Proven track record of exceeding quotas and business goals

• Proven ability to work successfully in a results-oriented environment

• Bilingual (Spanish)

RESPONSIBILITIES:

• Drive growth, retention, and expansion of our top customers through education and product adoption.

• Consistently meet or exceed weekly and monthly retention activity goals by utilizing sound telephone-based customer save techniques.

• Create additional value for customers by recognizing opportunities to up-sell accounts, explaining new features and benefits while following quality standards and scripting processes and procedures as trained and documented in the company policy and procedure manual.

• Navigate systems efficiently and enter data accurately while resolving customer needs.

• Acquire and demonstrate thorough knowledge of competitors’ pricing, packaging, and products to discuss side by side comparisons of Home Owner Services and competitors’ products and services.

• Ability to successfully resolve customer questions and/or concerns quickly in one phone call by clarifying issues, researching, and exploring answers and alternative solutions, and implementing appropriate solutions.

• Maintain a thorough understanding of customer account processes (i.e., billing, payments, service) and the benefits of our suite of products and services.

#INC3

Emerge is a growing search and staffing firm dedicated to outstanding customer service and client delivery. Headquartered in Denver, Colorado, our team of recruiting experts focus on building long-term meaningful relationships with clients and candidates. With over 30 years of recruiting experience we focus on corporate and customer facing positions. As a growing company in beautiful Colorado, Emerge has a unique set of values; Growth, Authenticity, Hard Work, and Work/Life Integration. We all choose to live and work in Colorado for a common vision, and believe strongly that our work should reflect that vision. As a firm, we do daily work to grow as our authentic selves through hard work, integrating life and the work place, and by helping others do the same. We hope you will choose to work with Emerge based on shared values, so that together, we can all pursue paths of becoming better people and professionals.

Emerge has quickly risen as a key provider of talent and retention solutions in the following practices:
Corporate: Accounting, Finance, Administration, Human Resources
Customer: Call Center, Sales and Customer Service

We work hard. We have fun. We find GREAT talent.

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