Americor is seeking a Customer Service Loyalty Specialist to join our team. As a Customer Service Loyalty Specialist, you will be responsible for retaining clients who are considering canceling their services. You will play a pivotal role in handling incoming and transferred calls from clients who may be escalated, upset, or uncertain about the program's benefits. Having a strong sales background is important as it will help you resell the program and its benefits to clients, persuading them to continue with our services. Apart from handling cancellation calls, a CSL Specialist will be responsible for general account maintenance. This involves tasks such as updating client information, processing payments, and ensuring accurate record-keeping. By effectively addressing client concerns, communicating the program's benefits, and providing outstanding customer service, CLG Specialists play a vital role in retaining clients and fostering long-term relationships.
About Us:
Americor is a leading provider of debt relief solutions for people of all backgrounds. We offer a variety of services to help our clients achieve financial freedom, including debt consolidation loans, debt settlement, and credit repair. Our dedication to others sets us apart – not only as a company but as a community of employees who support each other’s personal and professional growth. This commitment has earned us recognition as a ‘Top Place to Work’ and a leader in customer service excellence.
Responsibilities:
Proactive Support and Active Listening:
- Anticipate customer needs and address them proactively.
- Actively listen to customers to understand their concerns and requirements fully.
Educating Customers:
- Clearly communicate the value and benefits of our services.
- Provide information to customers about how services can meet their specific needs.
Addressing Customer Concerns and Providing Solutions:
- Respond promptly and empathetically to customer concerns.
- Offer appropriate solutions to resolve issues effectively.
Building Positive Relationships:
- Foster a friendly and helpful attitude towards customers and business associates.
- Engage in positive and professional interactions to build trust and rapport.
Identifying Customer Needs and Providing Solutions:
- Ask relevant questions to understand customer requirements.
- Research and gather the necessary information to provide accurate solutions.
Recording Conversations:
- Document all customer interactions in a comprehensive manner using a CRM system.
- Include relevant details of the conversation, customer preferences, and actions taken.
Following Communication Procedures and Guidelines:
- Adhere to established communication procedures, policies, and guidelines.
- Maintain professionalism and consistency in every customer interaction.
Assisting with Program Modifications:
- Help clients with any necessary modifications to their program, billing, and retention.
- Provide guidance and support throughout the modification process.
Meeting Call and Retention Quotas:
- Strive to meet or exceed individual and team targets for calls and customer retention.
- Focus on providing value to customers and actively working towards their satisfaction.
Requirements:
- 2+ years of experience in Customer Service and Sales is required.
- Thorough knowledge of call center policies and procedures.
- Proficiency with computer programs such as Google Suite.
- Excellent communication skills: verbal and written.
- High-level active listening skills.
- Excellent attention to detail and problem-solving skills.
- Strong organization, time management, and multitasking skills.
- Ability to work efficiently under minimal supervision.
- Willing to work flexible hours, including overtime and weekend hours.
Education:
- High School Diploma or equivalent required.
Company Benefits:
- Ongoing training and development
- Opportunity for career advancement
- Medical
- Dental
- Vision
- Company Paid Group Life / AD&D Insurance
- 7 Paid Holidays and 2 Floating Holiday Days to use at will
- Paid Time Off
- Flexible Spending/HSA
- Employee Assistance Program (EAP)
- 401(k) match
- Referral Program
Compensation:$22.00 per hour.
Work Location: Remote
Americor is proud to be an Equal Opportunity Employer. Americor does not discriminate based on race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
