• Client Retention Specialist

    SCRAM Systems (Phoenix, AZ)


    Job Summary:

    This position is for a qualified retention specialist/pipeline management individual that receives inbound and makes outbound telephone calls regarding client questions about their upcoming appointment or save potential clients. The person chosen for this position will receive training in customer relations, the phone system, processes and procedures, and tracking software, and retaining potential clients. This position is just right for the individual who is patient, empathetic, and excels at the retention of potential customers. Experience in collections/retention are also valued and is considered a plus. It does require someone who has good computer navigation and soft selling skills. There will be opportunities to make commission as well.

    Schedule Requirements:

    * Overview of Contact Center schedules: Sunday-Saturday with hours between 8am - 10pm EST (8-hour schedules- working 4 weekdays & 1 weekend day). Employee schedules are determined based on business needs.

    * Overview of Contact Center Training Class schedules: M-F for 4 weeks, daily 8-hour class (times may vary between 8am-8pm, EST)

    * ALL schedules are assigned when position is offered and will not be altered within the first 90 days unless company business needs require a change in different hours or days.

    Duties/Responsibilities:

    * Ability to overcome objections

    * De-escalation of potential clients.

    * Provide an individualized experience for each customer as their relationship manager.

    * Maintain a detailed log of customer inquiries, comments, interactions, actions taken, pipeline management.

    * May assist with billing inquiries, scheduling, and save potential clients from cancelling their services.

    * Navigation between multiple systems and screens.

    * Skillful in negotiating with customers to reach mutually beneficial solutions.

    * Ability to work independently.

    Skills/Abilities:

    * Excellent communication, customer service, interpersonal and typing skills.

    * Ability to work efficiently and effectively in a multi-task high call volume environment.

    * Strong oral communication skills including active and empathetic listening.

    * Effective and accurate decision-making skills.

    * Demonstrate successful communication skills as it pertains to issue resolution.

    * Knowledge and practice with metrics-based accountability.

    * Proficient in Microsoft Office: Word, Outlook, Excel (You may be spending a significant amount of time in an excel spreadsheet/email communications).

    * Must have ability to incorporate developmental feedback from management, this is a fast-moving environment.

    * Must have the ability to quickly adapt to change.

    * Collaboration and being a team player.

    * Bilingual is a plus.

    Education and Experience:

    * High School Diploma or GED

    * Minimum of 1 year in Call Center Customer Service role or sales/debt collection; 1 year of Call Center or transferable skill set required.

    Physical Requirements (With or without reasonable accommodation):

    * Sitting: over 70%

    * Standing: 15-40 %

    * Fine Motor Movements: over 70 %

    WORK FROM HOME REQUIREMENTS:

    * Employee is required to provide equipment that meets company specifications (computer, headset, and internet). Employees must be available to provide personal computer & headset to work from home (that meets company required specs). Windows 7 or 10, Intel Processor i3 2.0 ghz, Memory 8gb Ram, Hard Drive 500Mb Free Space, Web Browser - Microsoft Edge or Google Chrome (a MAC or Chrome Book CANNOT be used)

    * Working on a computer camera during training, meetings, etc.

    * Must have a wired internet connection at a regular internet speed (example-DSL or Cable Connection - No Dial Up).

    * Ability to work efficiently and effectively in an at home quiet, uninterrupted space in a multi-task high call volume environment.

    * Dual Monitor recommended.

    * Must be self-disciplined to provide professional conversational experience for all customers and meet all requirements for working during scheduled hours/shifts.

    *** All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.