Customer Service Representative - Experigreen
About The Position
The Save Desk Agent is responsible for handling customer cancellation requests with the goal of retaining accounts whenever possible. This role focuses on understanding customer concerns, addressing objections, and presenting appropriate retention solutions while maintaining a positive customer experience. Save Desk Agents are expected to balance strong save performance with ethical, customer-focused communication, using approved language, probing techniques, and de-escalation strategies. Retention & Save Conversations Handle inbound and transferred customer calls where cancellation intent is expressed Use probing questions to identify the true reason for cancellation Present retention options and solutions aligned with customer needs Clearly explain program value, service timing, and expectations Retain customers whenever appropriate while respecting customer decisions Performance Expectations Maintain a weekly save rate target of 35–40%, based on legitimate cancellation attempts Demonstrate consistent performance across peak and off-peak seasons Balance save rate performance with customer satisfaction and call quality standards Call Quality & Customer Experience Conduct professional, empathetic, and solution-focused conversations Use approved Power Phrases and avoid restricted language De-escalate emotional or frustrated customers effectively Maintain control of the conversation without sounding scripted or pushy Documentation & Follow-Up Accurately document call outcomes, save attempts, and customer decisions Apply retention offers and account updates correctly Flag recurring issues or trends for leadership review Team & Process Collaboration Participate in coaching sessions, call reviews, and ongoing training Apply feedback to improve save performance and call effectiveness Support team goals related to retention, customer experience, and revenue protection
Requirements
- 1–3 years of experience in customer service, inside sales, or retention
- Proven ability to handle objections and influence customer decisions ethically
- Strong verbal communication and listening skills
- Comfort discussing pricing, service expectations, and alternatives
- Ability to perform in a metrics-driven environment
- High School diploma or equivalent
- Valid Driver’s License
- Strong verbal and written communication skills
- Ability to work independently and part of a team
Nice To Haves
- Previous experience in a save desk, retention, or inside sales role
- Experience working with cancellation or at-risk customers
- Familiarity with CRM systems and call center technology
Responsibilities
- Handle inbound and transferred customer calls where cancellation intent is expressed
- Use probing questions to identify the true reason for cancellation
- Present retention options and solutions aligned with customer needs
- Clearly explain program value, service timing, and expectations
- Retain customers whenever appropriate while respecting customer decisions
- Maintain a weekly save rate target of 35–40%, based on legitimate cancellation attempts
- Demonstrate consistent performance across peak and off-peak seasons
- Balance save rate performance with customer satisfaction and call quality standards
- Conduct professional, empathetic, and solution-focused conversations
- Use approved Power Phrases and avoid restricted language
- De-escalate emotional or frustrated customers effectively
- Maintain control of the conversation without sounding scripted or pushy
- Accurately document call outcomes, save attempts, and customer decisions
- Apply retention offers and account updates correctly
- Flag recurring issues or trends for leadership review
- Participate in coaching sessions, call reviews, and ongoing training
- Apply feedback to improve save performance and call effectiveness
- Support team goals related to retention, customer experience, and revenue protection
Benefits
- Competitive-based hourly pay with commission-based incentives.
- Comprehensive benefits package including medical, dental, vision, and 401(k) match.
- Paid holidays and vacation
- Supportive, team-oriented work environment.
- Paid Vacation Time
- Full-range of Benefits: Medical, Vision, Dental
- 401K Retirement Plan
- Fast-paced / Great Work Environment
- Paid Company Training
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
