Retention Customer Service Specialist ---- Remote

Teleperformance • Concordia, IN

6d • Remote

About The Position

As a Retention Customer Support Specialist, you will serve as a primary point of contact for clients, managing inbound and outbound communications professionally. Using web-based tools, you will resolve inquiries efficiently and support a positive customer experience in a high-velocity environment. Employment is restricted to residents of AL, AR, AZ, CT, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, and WY.

Retention Customer Service Representatives handle customer inquiries, issues, and concerns, aiming to resolve issues proactively and on the first call. The role involves working with confidential customer information, communicating appropriately, de-escalating concerns, and escalating interactions when necessary. Representatives may upsell if required and track call-related information for auditing and reporting.

This is a work-from-home position. A dedicated workspace near the router is required to support a hardwired Ethernet connection. Internet service must provide at least 15 Mbps download and 10 Mbps upload, with ISP latency under 50 ms. Satellite, mobile data/hotspots, P2P, and VPN connections are not permitted, and proof of internet speed is required.

Requirements

• High school diploma or equivalent.
• At least 6 months of customer service experience.
• Must be 18 years of age or older.
• Ability to type at least 25 words per minute.
• Comfort with desktop computer systems and general knowledge of Windows-based systems.
• Ability to follow established procedures and remain customer-service driven.
• Ability to collaborate effectively with team members, supervisors, and support departments.
• Strong communication, listening, analytical, organizational, and problem-solving skills.
• Ability to prioritize tasks and work well under pressure while remaining focused.
• Ability to think critically and make informed decisions quickly.
• A proactive, solution-oriented approach to problem-solving.
• Ability to work within a structured schedule that includes a variety of shifts.
• Dedicated workspace near the router that supports a hardwired Ethernet connection.
• Internet speed of at least 15 Mbps download and 10 Mbps upload, with ISP latency under 50 ms.
• Internet connection must not be satellite, mobile data or hotspot, P2P, or VPN.
• Proof of internet speed is required.

Nice To Haves

• Customer service and/or sales experience preferred.
• College degree preferred but not required.

Responsibilities

• Handle and carefully respond to customer inquiries.
• Provide excellent customer service through active listening.
• Work with confidential customer information and treat it sensitively.
• Aim to resolve issues on the first call by being proactive.
• Communicate appropriately with customers.
• Calmly attempt to resolve and de-escalate issues.
• Escalate interactions when necessary and appropriate.
• Track call-related information for auditing and reporting purposes.
• Provide feedback on call issues.
• Upsell if required.

Benefits

• Eligible team members may have access to medical, vision, and dental benefits.
• Employment Assistance Programs and health and personal time off (HPT), subject to eligibility.
• Leave programs, subject to eligibility.
• Competitive 401(k) plans.
• Life insurance.
• Supplemental medical coverage.
• Critical care insurance.
• Pet insurance.
• FSA plans.
• Retailer discounts.

What This Job Offers

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