Customer Service Loyalty Specialist

Summary

Join Americor as a Customer Service Loyalty Specialist and retain clients considering canceling services. You will handle escalated calls, resell the program's benefits, and perform general account maintenance. A strong sales background is essential. Responsibilities include proactive support, educating customers, addressing concerns, building relationships, and meeting call and retention quotas. Americor offers a supportive work environment and various benefits.

Requirements

• 2+ years of experience in Customer Service and Sales is required
• Thorough knowledge of call center policies and procedures
• Proficiency with computer programs such as Google Suite
• Excellent communication skills: verbal and written
• High-level active listening skills
• Excellent attention to detail and problem-solving skills
• Strong organization, time management, and multitasking skills
• Ability to work efficiently under minimal supervision
• Willing to work flexible hours, including overtime and weekend hours
• High School Diploma or equivalent required

Responsibilities

• Anticipate customer needs and address them proactively
• Actively listen to customers to understand their concerns and requirements fully
• Clearly communicate the value and benefits of our services
• Provide information to customers about how services can meet their specific needs
• Respond promptly and empathetically to customer concerns
• Offer appropriate solutions to resolve issues effectively
• Foster a friendly and helpful attitude towards customers and business associates
• Engage in positive and professional interactions to build trust and rapport
• Ask relevant questions to understand customer requirements
• Research and gather the necessary information to provide accurate solutions
• Document all customer interactions in a comprehensive manner using a CRM system
• Include relevant details of the conversation, customer preferences, and actions taken
• Adhere to established communication procedures, policies, and guidelines
• Maintain professionalism and consistency in every customer interaction
• Help clients with any necessary modifications to their program, billing, and retention
• Provide guidance and support throughout the modification process
• Strive to meet or exceed individual and team targets for calls and customer retention
• Focus on providing value to customers and actively working towards their satisfaction

Benefits

• Ongoing training and development
• Opportunity for career advancement
• Medical
• Dental
• Vision
• Company Paid Group Life / AD&D Insurance
• 7 Paid Holidays and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/HSA
• Employee Assistance Program (EAP)
• 401(k) match
• Referral Program
• Remote Work