The Senior Customer Service Representative at Americor is vital for maintaining exceptional client relations and ensuring high levels of customer satisfaction. This role is comprehensive, requiring involvement in client services, email/chat communications, the enrollment process, and retention strategies. The successful candidate will provide effective, timely, and professional communication with clients, facilitating a positive experience throughout their journey with the company. The work schedule for this role is Friday to Monday.
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:
- Handle inbound and outbound client calls professionally, addressing client inquiries and ensuring high-quality customer service.
- Maintain accurate records of all client interactions in the CRM system, ensuring data integrity and follow-up.
Email/Chat Communications:
- Respond promptly to client inquiries via email and chat, maintaining clarity and compliance with service-level agreements.
- Document all interactions thoroughly in the CRM database.
Enrollment Processes:
- Conduct introductory calls to newly enrolled clients, providing them with all necessary program information.
- Assist clients through the enrollment process, addressing any questions or concerns.
Retention (Customer Loyalty Group - CLG):
- Engage with clients considering program cancellation, emphasizing the benefits and addressing concerns.
- Utilize negotiation and problem-solving skills to enhance client satisfaction and retention.
General Responsibilities:
- Follow communication procedures, policies, and guidelines to ensure consistent service quality.
- Meet or exceed performance goals, contributing to team and company success.
- Be flexible with duties as assigned, adapting to the dynamic needs of the team and clients.
Work Schedule and Flexibility:
- The work schedule for this role is Friday to Monday.
- Core work hours are from 5 AM to 4 PM PST. This position requires a commitment to these hours to ensure consistent, high-level client service.
- As part of a flexible deployment team, the Senior Customer Service Representative may be required to adjust their schedule to start as early as 5 AM or as late as 9 AM PST, depending on business needs. This flexibility ensures that we can provide optimal service to our clients across different time zones and during peak service periods.
Requirements:
- Proven experience in client retention, specifically handling calls from customers looking to cancel and successfully retaining their business.
- Strong verbal and written communication skills.
- Effective problem-solving and attention to detail.
- Experience in customer service roles, particularly in client services, email/chat support, and retention.
- Experience using a CRM system such as Salesforce or similar.
- Proficient in Microsoft Office and G-Suite.
Education & Experience:
- High School Diploma or equivalent; additional qualifications in customer service are preferred.
- Demonstrated success in a customer service environment, focusing on client satisfaction and retention.
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.
