Customer Service Representative II
San Diego, CA Operations
Job Type

The Customer Service Representative II is responsible for providing extraordinary customer care to

clients through inbound customer calls by answering inquiries; determining requirements;

understanding and resolving client needs and fulfilling requests with a focus on retention.

Additionally, the Customer Service Representative II holds a high level of responsibility following

retention scripts and creating personalized templates to increase effectiveness and leave a lasting

impression on our customers.


Maintains customer records by accurately updating account information in our Customer Relationship

Management system

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

Uses engagement strategies to promote product usage and customer satisfaction through demonstration.

Adept at using retention strategies

Committed to understanding, and exercising a mastery of, each product’s benefits to customers

Works with direction from center leadership to embrace and use retention strategies

Demonstrated ability to understand and use key principles to improve process and retention techniques

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

Follows company call flow/retention standards to provide quality interactions and attain key performance metrics

as measured by internal scoring tools

Other duties and responsibilities as assigned

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

Passionate about helping others

Flexible and able to adapt to changing priorities, including the ability to multi-task and maintain competing

priorities and deadlines

Have a positive attitude

Must be able to meet and continue to meet requirements for specific skills, certifications, or authorizations

specified for the assigned site

Knowledge of security operations and procedures Ability to carry out instructions furnished in written, oral, or diagrammatic form Ability to be an effective team member

Ability to maintain professional composure when dealing with unusual circumstances

Courteous telephone manner Ability to adapt to changes in the environment and organization

Ability to write routine correspondence, including logs and reports

Good organizational skills

Good interpersonal skills, with the ability to interact effectively at various social levels and across diverse


Minimum Education and/or Experience:

High school diploma or equivalent

Language Skills:

Work Environment:

Paid Weekly

Competitive benefits package which includes - medical, dental, vision, long-term and short-term disability, life insurance, Flexible Spending Account, Employee Assistance Program

The company pays 80% of medical/dental/vision premiums (Employee Only)

401K with employer match (up to 4%)

Company-paid time off

An Extra Paid Day Off for Company Anniversary

11 paid observed holidays

Frequent fun company events and much more!!