Retention and Recovery Specialist

Modivcare

12d

About The Position

The Retention and Recovery Specialist interacts with clients and client representatives by phone, email, and mail to secure the return of company rental equipment. The position receives, investigates, and responds to customer inquiries regarding shipments, products, and complaints.

The role handles incoming and outbound communications, resolves or escalates customer issues, documents interactions, maintains customer files, and protects access to highly sensitive materials. It also works to retain clients who lose coverage through government agencies or third parties and persuades clients to reconsider cancellation. The specialist identifies root causes, recommends process improvements, and maintains project productivity and quality goals.

Requirements

• High school diploma or GED.
• Zero or more years of experience, or an equivalent combination of education and/or experience.
• Self-motivation and ability to work independently and with teams.
• Proficiency in Word, Excel, Outlook, and PowerPoint.
• Excellent oral and written communication skills.
• Ability to manage multiple tasks at the same time.
• Ability to work flexible hours and overtime when needed.

Responsibilities

• Interact with internal and external customers professionally, helpfully, and courteously.
• Manage incoming phone calls, respond to requests, and assist with inquiries.
• Resolve problems by clarifying issues, researching answers, and exploring alternative solutions; implement solutions or escalate unresolved issues.
• Answer client questions using scripted and non-scripted responses.
• Record details of calls and messages and maintain detailed documentation files.
• Maintain access to and security of highly sensitive materials.
• Refer client complaints to appropriate parties.
• Maintain protocol information provided through reference materials, memos, and training sessions.
• Place outbound calls to clients and client representatives to discuss returning company equipment.
• Recognize, document, and alert the manager to trends in calls and communications.
• Update customer files as warranted.
• Attempt to convert clients who lose coverage through government agencies or third parties to private-pay clients and persuade clients to reconsider cancellation.
• Identify root causes and recommend process improvements to prevent future problems.
• Maintain project productivity and quality goals.
• Participate in other projects or duties as assigned.

Benefits

• Medical, dental, and vision insurance.
• Employer-paid basic life insurance and AD&D.
• Voluntary life insurance for employee, spouse, and child.
• Health care and dependent care flexible spending accounts.
• Pre-tax and post-tax commuter and parking benefits.
• 401(k) retirement savings plan with company match.
• Paid time off.
• Paid parental leave.
• Short-term and long-term disability.
• Tuition reimbursement.
• Employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED