Job Description
Salary: 17 + Retention Bonus
Bilingual customer service representative (english & spanish)
Are you a bilingual customer service professional with a passion for helping others? Do you excel in providing exceptional service and finding solutions that ensure customer satisfaction? If so, we have the perfect opportunity for you. We are seeking a motivated and experienced customer retention leader specialist to join our team.
Importance of customer retention leadership: As the customer retention specialist and leader, you will play a critical role in ensuring the long-term success and growth of our business. Retaining customers is not only about preserving revenue but also about building trust, loyalty, and a positive brand reputation. Your leadership will empower the team to provide consistent, outstanding service, resulting in higher customer retention rates, increased customer lifetime value, and positive word-of-mouth referrals. By fostering a culture of customer-centricity and continuous improvement, you will contribute significantly to the company's bottom line and reputation.
Responsibilities
- Manage and lead a team of bilingual (English and Spanish) customer service representatives
- Handle a high volume of incoming calls
- Assess customers' needs and provide tailored solutions
- Build strong and lasting relationships with customer accounts through effective communication
- Provide accurate, complete, and valid information using the appropriate tools and methods
- Address customer complaints promptly, offering suitable solutions and alternatives while ensuring timely resolution
- Maintain comprehensive records of customer interactions, process customer accounts, and file necessary documents
- Adhere to communication procedures, guidelines, and company policies
- Go the extra mile to engage and retain customers
Skills
- Proven experience in customer support or as a client service representative, with a strong focus on customer retention.
- Demonstrated ability to meet and exceed retention goals and quotas.
- Strong proficiency in phone contact handling and active listening.
- Familiarity with CRM systems and best practices.
- Customer-centric orientation with the ability to adapt and respond effectively to various customer personalities.
- Excellent communication and presentation skills.
- Exceptional multitasking abilities, prioritization skills, and effective time management.
Minimum qualifications:
- High School Diploma or Ged
- Bilingual: English and Spanish