Customer Service Represtenative II
San Diego, CA Operations
Job Type
Full-time
Description

The Customer Service Representative II is responsible for handling our inbound customer calls by

answering inquiries; determining requirements; understanding and resolving problems and fulfilling

requests with a focus on retention and providing excellent customer care. Additionally, the Customer

Service Representative II holds a high level of responsibility for testing different retention script

variations to determine appropriateness and effectiveness.



Requirements

Assigned to cancellation queues, focus on meeting customer needs and providing solutions to retain them

Maintains customer records by accurately updating account information

Develops expertise in product usage and uses appropriate strategies to provide solutions to meet their needs

Increases product usage and customer satisfaction through demonstration and promotion of product features

Adept at using retention strategies

Committed to understanding each product’s benefits and exercises mastery and benefits to customers

Motivates agents in a positive manner by sharing their knowledge, techniques, and retention stories

Works in conjunction with center leadership to embrace and extend retention strategies

Demonstrated ability to extrapolate key principles to improve process and retention techniques

Team-oriented and a strong individual performer that shares best practices with other members

Focused on meeting Quality Assurance requirements and other key performance metrics

Other duties and responsibilities as assigned

Work options:

Full-time in office

Hybrid (in-office and remote)


Desired Qualifications:

Knowledge of call center telephony and technology

Good data entry and typing skills

At least 2 years of customer service principles and practices

Attention to detail

Ability to be a team player

Goal-Oriented