Job Posting

The Customer Retention Agent is primarily responsible for assisting customers by making and taking calls related to payment arrangements in a courteous manner, which allows Advance Financial to retain the individual as a repeat customer. The Customer Retention Agent works in a contact center environment where calls are directed by a preview / predictive dialer.

• Title: Customer Retention Agent (Hybrid)
• Employment Type: Permanent (Direct Hire)
• Salary: $16-20/hr
• Schedule: MUST be open to working ANY hours between 5am-10pm operating hours
  • Shifts vary- 5am-1:30pm, 9am-5:30pm, 10am-6:30pm, 11am-8:30pm, 1:30pm-10am
  • open Mon-Sunday, 365 days per year, off every other weekend
• Training: 30 days in office, (Mon-Fri) 9-5:30pm
• Industry: Finance

****$500 sign on bonus after 30 days, retention bonus $500 every 6 mos****

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Displays a cheerful and positive attitude
• Is committed to providing an excellent customer experience
• Conduct outbound reminder calls and assist customers with payment options over the phone or in store
• Complies with all state and federal laws governing the financial services industry
• Meet performance standards for contact rate, promise to pay kept rate, total dollars collected and other productivity measures
• Treats customers and co-workers with dignity and respect
• Participates in on-going learning and development
• Ability to use a computer keyboard for typing and numeric data entry
• Performs all other duties as assigned

QUALIFICATIONS

• Minimum High School Education

• Some higher education preferred

• Minimum 2 years’ experience in a service related field

• Call Center Customer Service Experience preferred

• Computer keyboard proficiency required ? Must be high energy

• Must understand and meet the demands of a customer focused call center environment

• Must be dedicated to the work ethic and employment philosophy of an at will employer.

• Must work independently, manage multiple projects and produce timely and effective results

• Must be able to work with a computer screen that is quickly changing and flashing the user to be alert of specific information.

• Must have working knowledge of Excel and other MS Office products

• Excellent verbal communications skills both in person and over the telephone

• Excellence with attendance, attitude and teamwork, knowledge, sales conversions, exceptional audits, and overall customer service skills

• Excellent customer service skills

• Detail Orientation

• Ability to multi-task