Bilingual Customer Retention Specialist (Customer Service/Sales)

ARW is looking for Customer Service Retention Specialists to join our team.

This position will be the liaison between our company and its current customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, retaining customers and keeping customer satisfaction at the core of every decision and behavior.

A Tiger team is made up of mature experts who understand the problem, know what to do and how to do it, and work well with other people and departments. Tiger teams are small, agile, and cross-functional, so they can make and act on decisions with both speed and precision. Because of their cross-functional expertise, tiger teams can approach a problem from multiple perspectives and understand how it all integrates, making it easier to identify and focus on the most critical and high-priority items.

Job Responsibilities:

· Manage large amounts of inbound and outbound calls in a timely manner.

· Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.

· Makes outbound follow-up calls to customers to inform them of new products/services or upsell them on enhanced packages.

· Retain customers who are considering downgrading or disconnecting services.

· Build sustainable relationships and engage customers by taking the extra mile.

· Seize opportunities to upsell products when they arise.

· Keep records of all conversations in our call center database in a comprehensible way.

· Achieve or exceed monthly Key Performance Indicators (KPI’s) to improve retention rates and goals.

· Accurately utilize phone software (Five9), Customer Relationship Database (CRM) and follow scripts appropriately.

· Participate in training and other learning opportunities to expand knowledge of position.

· Adhere to all company policies and procedures.

· Assist with other projects as needed.

Requirements:

· Bilingual (Spanish) required.

· Previous experience in a customer support and sales role.

·Excellent verbal and written communication skills.

· Excellent interpersonal and customer service skills.

· Strong problem-solving and conflict resolution skills.

· Track record of over-achieving quota.

· Customer focus and adaptability to different personality types.

· Proficient with Microsoft Office.

· Strong background in call-center environment and sales focused.

· Must qualify for a Florida telemarketing license.

Competencies needed to be successful:

• Dealing With Ambiguity
• Business Acumen
• Composure
• Creativity
• Customer Focus
• Listening
• Problem Solving

Shift:

Monday – Friday 8:30am-5:30pm. Rotating Saturdays 8:30am-5:30pm

Compensation:

We offer an very competitive compensation package for experienced Customer Retention experts! Use your sales and customer service skills to educate our customers on the value of our service and other offerings.

Hourly rate of $20 per hour plus commissions, bonuses, and spiffs. Total compensation estimated $60,000 annually.

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Call center
• In-person

Application Question(s):

• Will you be able to reliably commute or relocate to Boca Raton, FL 33431 for this job?
• Why are you a good fit for this position?

Language:

• Spanish (Required)

Work Location: In person